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.

Image featuring a contact center agent alongside Balto’s Real-Time Agent Assist interface, with text bubbles showing guided questions and a product view displaying procedures, objection handling, AI-surfaced answers, and search features

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.

Product image showing Balto’s AI Answers surfacing a response to a preapproval question during a live call, with the answer pulled automatically from the knowledge base

AI Checklist

When a checklist item is mentioned, Agent Assist automatically checks it off. Customize it with openers, disclosures, onboarding materials, and more.

Balto product interface showing a dynamic checklist for home improvement calls, with items like opening statement, security questions, account verification, and appointment confirmation automatically checked off as agents progress through the conversation

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.

Product image of Balto’s Agent Assist showing real-time coaching suggestions and QA scoring delivered directly to agents, with examples like compliance checks, recording statements, product overview, and closing steps; includes gamification elements

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

Explore Balto’s AI Workforce

Coaching

Compliance

Quality

Insights

Agent Assist

Notes

Success with Real Time Guidance for Contact Centers

  • The Junkluggers Stay on Message With Balto’s Real-Time Guidance

  • Pima Medical Institute Cuts Inefficiencies With Real-Time Guidance and Notetaker

  • How One Mnet Health Optimizes Compliance and QA with Balto

Live Agent Assist FAQs

Yes, the contact center industry uses both terms interchangeably.

Real-time agent assist is Balto’s flagship contact center technology. Real time agent guidance integrates seamlessly with your phone system, listens to both agent and customer dialogue, and provides agents with live, in-the-moment guidance to help drive more effective and productive conversations.

Customer Service agents use Agent Assist to handle more calls with higher quality. Balto’s live agent Assist automatically surfaces answers and information that customer service agents need –live during calls–so customers get accurate responses, reducing customer frustration, hold times, and call-backs. Real-time interaction guidance also includes integrating coaching and quality assurance (QA) tools to enable managers and supervisors to deliver feedback in real time, directly to their customer service agents. Finally, Balto’s Agent Assist helps with soft skills, like talk speed and de-escalation, which improves customer service.

Yes, Balto’s real-time agent guidance interacts with common contact center platforms. Here is a full list.

Yes, contact centers use AI agent assist for both inbound and outbound calls.

Most customers are fully live with Balto’s real-time agent guidance within 45 days, though timelines may vary based on factors like contact center phone system and team size. To receive a more accurate estimate, we recommend requesting a demo—our team will review your current setup and outline a tailored implementation plan.

You’ll be matched with a dedicated Customer Success Manager to guide you through setup, training, and implementation. Once you’re live, they’ll keep working with you—optimizing your experience and answering questions along the way.

Balto adheres to industry-leading security best practices, including compliance with PCI, PHI, and PII standards, and maintains SOC 2 certification. For a comprehensive overview of our security protocols and commitments, please visit our security page.

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.