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  • There are two primary forms of conversational AI in insurance: autonomous conversation AI, and agent assist conversation AI.

    Conversational AI in Insurance: 16 Use Cases, Benefits, and Safe Implementation

    Conversational AI in insurance is transforming how insurers manage claims, service policies, support underwriting, and guide agents in real time.  Rather than relying solely on traditional IVR or basic chatbots, modern insurance organizations are deploying AI-powered voice and chat systems that automate structured workflows while preserving human oversight.  At Balto, we see conversational AI not…

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  • There are three primary types of voice AI agents used in contact centers today: autonomous voice AI, real-time agent assist voice AI, and hybrid voice AI. They share both similarities and differences.

    Top 15 Voice AI Agent Use Cases for Contact Centers in 2026

    The top voice AI agent use cases today go far beyond basic call automation.  Enterprise contact centers are using voice AI agents to reduce operational cost, improve compliance, increase conversion rates, and support agents in real time.  At Balto, we see organizations succeed when they separate autonomous voice AI from agent-assist applications and deploy each…

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  • A human-in-the-loop workflow includes a trigger, an AI decision or action, a pause if risk, uncertainty, or complexity is detected, human-in-the-loop review, resumed workflow, and model training based on human input.

    What Is Human-in-the-Loop Automation? A Practical Guide for Contact Centers

    Human-in-the-loop automation is a workflow design approach where automated systems handle routine tasks, but humans are intentionally inserted at critical decision points to review, guide, or override outcomes.  Instead of choosing between full automation and fully manual work, organizations create a structured collaboration between AI and people. At Balto, we see this model gaining traction…

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  • Voicebots and Conversational IVR have various similarities and differences, as portrayed in this Venn Diagram.

    Voicebot vs Conversational IVR: Key Differences, Use Cases, and Risks

    When comparing voicebots vs conversational IVR, the difference comes down to how much understanding, automation, and risk a contact center is ready to manage.  At Balto, we see teams struggle not because they chose the wrong technology, but because these terms are often used interchangeably when they are not the same: Conversational IVR works best…

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