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
Success with Real Time Guidance for Contact Centers
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.