Unify Communication with Real-Time Agent Assist
Real-Time Agent Assist ensures your team isn’t just having conversations—they’re aligned, consistent, and driving every interaction with purpose. Whether it’s answering questions, guiding next steps, or staying on-message, Real-Time Agent Assist supports every rep in the moment—so they can always perform at their best.
What is Real-time agent assist?
When performance issues surface after the call, it’s already too late.
Real-Time Agent Assist is your answer.
Real-Time Agent Assist integrates with your existing tools, understands live conversations, and automatically guides agents through tricky situations—surfacing answers and delivering resources during live conversations.
And it’s not just agents who get a boost. Supervisors gain full visibility into every call, making it easy to spot coaching moments, scale what’s working, and manage with confidence.
No more searching. No more stalling. No more second-guessing. That’s Real-Time Agent Assist.
Real-Time agent assist by the numbers
Calls Guided in Real-Time
Backed by experience from over 400 million guided calls, Balto’s Real-Time agent guidance powers teams across every industry and use case.
Positive G2 Reviews
Balto is the top-rated Real-time guidance software. Customers love our ease of use, fast ROI, and exceptional support.
Real-Time Recommendations
Balto’s Real-Time Agent Assistance has delivered over one billion real-time recommendations, powering agents on every call.
What can Balto’s real-time agent assist do for Your Contact Center?
AI Agent Assist
Agent Assist pulls data from your knowledge base, CRM, web, and top-performers to automatically surface answers during live calls.
AI Checklist
When a checklist item is mentioned, Agent Assist automatically checks it off. Customize it with openers, disclosures, onboarding materials, and more.
Integrated QA & Coaching
Send QA scores and coaching suggestions directly to agents right in their Balto app—making feedback timely, actionable, and impossible to miss.
Additional Features and Benefits of Balto’s Real-Time Agent Assistance
Call Summarization AI
Live agent assist automatically summarizes calls and syncs them to your CRM.
Coaching
AI and manager feedback goes straight to agents, so nothing is overlooked.
Best Practices
Tag your top performers — Balto identifies their responses and scales them to other agents.
Leaderboards
Launch competitions with built-in leaderboards to promote key skills and behaviors.
QA
Agents can see QA scores for recent calls instantly, all within Real-time Agent Assist.
Compliance
Agent Assist flags compliance risks live and guides reps to resolve them in real time.
Industry Intelligence
Balto recognizes your industry’s terms and lingo from day one—thanks to AI that’s trained to perform out of the box.
Real-Time Supervisor Alerts
If something needs attention, Balto flags it live and instantly notifies a supervisor.
Comprehensive Reporting
See what’s happening on your calls with transcripts, recordings, dashboards, and AI insights.
Real-time agent assistance –
Integration capabilities with
existing systems
Balto’s AI agent assist software integrates with over 50 different Contact Center Platforms
Real-time Interaction Guidance Testimonials
Jessica P.
Agent Assist
Gamification
QA
Balto is AMAZING! I like everything! The checklist keep my agents on track, the agents love when they get a win and the confetti goes off. I love the dynamic prompts that help them overcome objections. The gamification encourages healthy competition, and the QA helps keep the business focused on performance. GREAT TOOL!
Mid-Market, Sales
Latoya W.
Agent Assist
This tool has been a Godsend. The technology helps me to remember the key points to explore when speaking with a patient. I am able to remain on task. And it keeps a checklist that I can follow easily.
Enterprise, Sales & Customer Service
Christian E.
Agent Assist
Real Time Coaching
Balto makes life easy! What I love most about Balto is the real-time coaching feature. It’s amazing how I can get live feedback and guidance during calls, helping me stay on track and handle tough objections smoothly. Instead of waiting for post-call reviews, I’m able to improve instantly, which boosts my confidence and performance right in the moment.
Mid-Market, Sales & Compliance
Kristcia M.
Agent Assist
Reporting
I use Balto all the time. Balto is really a great help with suggesting scripts and providing a check list just to make sure that we don’t get lost with the conversation. Also the scripting is really professional and makes it really easy to understand when you provide it with your customer. Lastly is the user friendly landing page, you can tell by the icons on what page you are in. Kudos Balto!
Small Business, Customer Service
Isaiah
Agent Assist
Very Easy to Use. Balto is the simplest, easy to learn software I’ve used in the industry. I can’t think of a time when I didn’t use it in a call. I use Balto quite frequently throughout my day. Balto is also easy to integrate and implement into whatever software you use. The customer service is top notch and the number of features is fantastic!
Mid-Market, Sales
Ana Maria M.
Agent Assist
Call Summarization
QA
Best Assistant App. Its guided scripts, being able to see a summary after calls, and using it every day helps to improve call quality. It provides great ideas for handling difficult topics with customers. The screen is adjustable and customizable great for adapting to your needs.
Mid-Market, Customer Service
Verified User
Agent Assist
Call Summarization
QA
Reporting
Balto makes call reviews a breeze. Balto is a great call assistant for our support analysts. It provides reminders of critical call script items and helps guide the analysts through effective call handling. The best benefits start after the call. Analysts are provided customizable call summary information that can be used to fill out tickets, all calls are QA scored, and supervisors are provided AI powered search and analysis features. Balto has been extremely helpful with implementation and recommendations for effective usage.
Enterprise, Customer Service & Sales
Queene V.
Agent Assist
Highly recommend. When you are hesitant to provide the information, Balto just popped up and provide exact answer.
Small Business, Customer Service
Kimberly B.
Agent Assist
Compliance
This software definitely keeps me in compliance on all of my calls. It allows me to see that all of the verbatim statements have been completed.
Enterprise, Compliance
Diane T.
Agent Assist
What I like about Balto is the cohesiveness and details that it gives in every calls. We get to read every details of the call from point to point. It’s very easy to use and the text is very clear.
Mid-Market, Customer Service
Ashleigh M.
Agent Assist
Balto keeps me on track. I like that it keeps me from getting off track and wasting time on unnecessary conversation.
Mid-Market, Customer Service
Dana A.
Agent Assist
Great Program that helps with sales & compliance. I like that it helps me keep on track; keeps the sales conversation flowing; that it contains valuable resources like SEP’s and their codes; and I like the positive reinforcement it gives me when I am on track and the call flow is compliant.
Enterprise, Sales & Compliance
Diana W.
Agent Assist
Call Summarization
Balto is amazing. I like how it captures the conversation. This saves me so much time when logging my call notes. It’s truly amazing and I use it with every call I receive or make. It’s very easy to incorporate words as well. Balto is so easy to use and the features that come with Balto are so helpful. Balto is also very easy to install and integrate into your company’s system.
Small Business, Customer Service
Anonymous
Agent Assist
Balto is Awesome. Balto is very using and populates quick responses and shows us exactly what to say and keeps us compliant.
Enterprise, Customer Service
Madelynn R.
Agent Assist
Interactive Helper. I love that it tracks your words so you know what you’ve already covered, compliance wise! Super helpful!
Enterprise, Sales
Ali C.
Agent Assist
Call Summarization
Life changing. Balto capture the conversation accurately and it summarizes everything.
Small Business, Sales
Vincent V.
Agent Assist
Call Summarization
An amazing tool for our operations. Its summarization feature for every call, almost every feature that balto has saves our company so much time. And its AI is so helpful making me save 50-70 percent of my time on work. I can hardly think of dislikes.
Enterprise, Customer Service
Leslie S.
Agent Assist
Very helpful for rebuttles. It highlights of when something is said so make that I go through all of script and dont miss anything.
Small Business, Sales
Justin N.
Agent Assist
Call Summarization
Easy Peasy. Balto allows me to focus on my calls because of the help it gives especially with the notes that it generates. It would allow me to not worry about my notes which is a requirement for my job. Balto is a big help for my daily tasks.
Mid-Market, Customer Service
Explore Balto’s AI Workforce
Coaching
Compliance
Quality
Insights
Agent Assist
Notes
Success with Real Time Guidance for Contact Centers
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The Junkluggers Stay on Message With Balto’s Real-Time Guidance
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Pima Medical Institute Cuts Inefficiencies With Real-Time Guidance and Notetaker
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How One Mnet Health Optimizes Compliance and QA with Balto
Live Agent Assist FAQs
See AI Agent Assist in Action
No more waits. No more holds to look up information. Solve your customers’ problems faster with Real-Time Agent Guidance.
Real-Time Agent Assist surfaces answers in real-time, instantly pulling information from your knowledge base.
Real-Time Agent Assist identifies who needs coaching and delivers coaching suggestions directly to agents in the moment, when they can actually use them.
Real-Time Agent Assist ensures your team isn’t just talking to customers—they’re following the same path, hitting the same marks, and driving toward the same outcomes.
Real-Time Agent Assist helps contact centers QA faster, spot trends sooner—and let Agent Assist close the loop by pushing insights to agents in real time, so improvement happens on the call, not after it.