Agents finally say the right thing at the right time — without having to memorize it. Real-time guidance closed the gap between our top performers and the rest of the team.

First week live with Balto, three company sales records fell. We had never seen that kind of immediate lift from any tool we had ever deployed.

Conversion rates moved within the first 30 days. Agents were handling objections they used to fumble — because the rebuttal was right there on screen.

The data was clear. Calls where agents followed the real-time guidance closed at a significantly higher rate than calls where they went off-script.

New agents reach full productivity in half the time. Balto acts like a senior agent sitting beside every new hire — every single call.

New hires let out a collective sigh of relief when they saw Balto for the first time. They do not have to hold everything in their head anymore.

One coach can now meaningfully develop 20 agents because we know exactly where each one needs help. No more spending 3 hours reviewing calls to find the 4 minutes that matter.

Without Balto, we would need 6 QA analysts just to maintain the coverage we have now. The coaching data tells us who to develop and exactly what to work on.

Managers spend less time hunting for coachable moments and more time actually coaching. The data surfaces the gaps automatically.

What used to take a manager 3 hours a week now takes 45 minutes. We redirected that time into actual 1:1 development sessions.

Agents stopped dreading the paperwork part of the call. AHT dropped because they were not multitasking between listening and typing anymore.

Notes automated the most repetitive part of the agent job. The impact showed up in handle time within the first billing cycle.

Seventeen minutes down to six. Part of that is Notes automating wrap-up, part of it is agents not scrambling to remember what they need to document.

Thirty seconds per call sounds small until you multiply it across 500 agents running 40 calls a day. The capacity gain is significant.

We eliminated our dedicated QA team. Every call is scored. Every agent knows where they stand. The consistency we never had with humans, we have now with Balto.

Compliance audits that used to consume two full days now take four hours. The data is already organized. We just pull the report.

Eight hours a week that used to go into manually pulling, scoring, and reporting calls. Now the system does it. That time went back into actual agent development.

Without Balto, you would need six analysts to score at this volume with this consistency. We run it with one person overseeing the system.

Insights told us exactly which objections were killing deals. We fixed the response in the playbook, coached to it, and watched the conversion rate move within a month.

We can now see sentiment trends across thousands of calls in minutes. Churn signals that used to surface weeks later in survey data show up in real time.

We used Insights to find what our top closers were doing differently. We built it into the playbook. Three months later the whole team was performing closer to the top.

The data was in our calls the whole time. Insights made it readable. We found two friction points we did not know existed and fixed them.

Routine scheduling, status checks, FAQs — AI Agents contain nearly half our volume. Human agents focus on high-value conversations that actually require empathy and judgment.

We are handling after-hours calls that used to either go to voicemail or cost us overtime. Response time went to zero for routine requests. CSAT went up.

Refill requests, status updates, eligibility checks — all automated. The team we have now handles the complex work. We have not backfilled three open positions.

AI Agents gave us the equivalent of three additional agents during our busiest hours. The difference showed up immediately in wait times and abandonment rate.