Turn Your Agents into Experts with Balto’s Real-Time Agent Assist
Real-Time Agent Assist equips agents with answers to customers’ questions in real-time, instantly pulling information from your knowledge base.
What can Balto’s real-time agent assist do for Your Contact Center?
AI Answers
Agent Assist pulls data from your knowledge base, CRM, web, and top-performers to automatically surface answers during live conversations.
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.
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.
Additional Features and Benefits of Balto’s Real-Time Agent Assistance
Call Summarization AI
Live agent assist automatically summarizes conversations 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 conversations 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 conversations with transcripts, recordings, dashboards, and AI insights.
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 assistance – Integration capabilities with existing systems
Balto’s AI agent assist software integrates with over 50 different Contact Center Platforms
RingCentral
If you’re using RingCentral and you’re ready to go faster with Balto’s AI, there’s no better time to start than now.
Zoom Phone
If you’re using Zoom Phone and you’re ready to go faster with Balto’s AI, there’s no better time to start than now.
Five9
Integrating Balto with Five9 ensures seamless real-time guidance and AI-powered insights for your contact center.
Salesforce
If you’re using Salesforce and you’re ready to go faster with Balto’s AI, there’s no better time to start than now.
Convoso
Integrating Balto with Convoso ensures seamless real-time guidance and actionable insights for your contact center.
Genesys Cloud
If you’re using Genesys Cloud and you’re ready to go faster with Balto’s AI, there’s no better time to start than now.
Real-time Interaction Guidance Testimonials
Latoya W.
Enterprise, Sales & Customer Service
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.
Christian E.
Mid-Market, Sales & Compliance
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.
Kristcia M.
Small Business, Customer Service
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!
Isaiah
Mid-Market, Sales
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!
Ana Maria M.
Mid-Market, Customer Service
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.
Verified User
Enterprise, Customer Service & Sales
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.
Explore Balto’s AI Workforce
Success with Real Time Guidance for Contact Centers
The Junkluggers Stay on Message With Balto’s Real-Time Guidance
A Direct-to-Consumer team increases conversions and cuts call time with Real-Time Guidance
Pima Medical Institute Cuts Inefficiencies With Real-Time Guidance and Notetaker
Pima Medical Institute's tiny admissions team — two managers and 25–30 agents feeding 16 campuses — was losing 8 hours a week to manual call mining. With Balto's Real-Time Guidance, Notetaker, and Call Explorer, they reclaimed that time, lifted lead-to-interview conversion 2.7%, and pushed show rates from 55% to 56.5%, adding hundreds of in-person interviews a year.
How One Mnet Health Optimizes Compliance and QA with Balto
Medical billing agents at One Mnet Health were taking 150–300 calls a day with manual spot-check QA. After deploying Balto's Real-Time Guidance and BaltoGPT-driven reporting, compliance rates more than doubled — climbing from 30% to nearly 70% — while onboarding sped up and supervisors gained the data they needed to coach with precision.
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 Balto in Action
Solve your customers’ problems faster with industry-leading AI. No manual call scoring, no random listening, and no holds to look up information.
What You’ll Get
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Equip agents with answers to customer questions in real-time, instantly pulling information from your knowledge base.
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Coach your agents faster than ever. Balto identifies which agents need coaching, does your prep work, pulls coachable calls, and takes you right to the coaching moments.
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Instantly view insights on the trends driving your business, ready for you out of the box.
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QA calls faster than ever, so all that’s left is verifying data entry and surfacing trends to leadership.