Summary
In Balto’s Spring 2025 Product Webinar, CEO Marc Bernstein introduced three powerful upgrades to Balto’s AI Workforce: Insights, Coaching, and Compliance. The new Insights module helps leaders identify patterns in 100% of calls to answer high-impact questions like “Why are customers calling?” or “What’s preventing reps from closing?” Coaching now auto-curates coachable moments, surfaces calls with extreme sentiment, and enables asynchronous feedback directly in the agent app. Compliance scans every call for legal and regulatory issues, flags them in a centralized inbox, and supports fast escalation to supervisors or legal.
Marc reinforced Balto’s mission to eliminate grunt work and let people focus on what they do best. From supervisors finding coachable calls in seconds to agents receiving instant, personalized feedback—all without leaving their workflow—Balto is building AI that powers people, not replaces them. As Marc said: “We don’t just want smarter tech. We want to make humans feel like superhumans.”
