Our Why
Humans Will Handle The Interactions That Require Humanness.
AI agents will handle 70% of contact center interactions by 2028.
When The Moment Matters, People Make The Difference
Sales
People don’t yet have a social contract with AIs, so we interrupt them and bully them. Human sales agents can uniquely channel buyers’ emotions, control the conversation, and elevate the sales experience.
Collections
Consumers will have little reason to stay on the phone with an AI collector. Human collectors can uniquely engage consumers, understand their situations, negotiate, and win payments.
Sensitive Situations
We won’t be comfortable spilling our guts out to an AI, even if it acts like it’s listening. When it comes to discussing our health, finances, life adversities, and momentous milestones, humans prefer humans.
Policy Exceptions
You don’t want AI making its own policy decisions. When customers need to go outside of your established rules, humans can listen to their cases and make decisions.
Just Because
And sometimes, people just prefer talking to people.
But if you don’t also invest in Powering People, your human interactions will be left in the stone ages.
Power Your people with Balto.
In 2028, without help from AI, your human agents will seem shockingly incapable. And they’ll be SLOW. DIAL-UP SLOW.
They will be 3x as productive as they are today.
People, powered by AI, will be capable of incredible feats.
Our Blog
Balto’s Vision For Smarter Work
Balto’s mission is to power a new era of knowledge work in the contact center. Augmenting human capabilities with AI is in Balto’s DNA
Case studies
Balto powers your people to work at AI speed.
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Tort Experts Turns Empathetic, Compliant Intakes Into Consistent Wins with Balto
Challenge Tort Experts helps law firms acquire and pre-qualify potential claimants, often people who’ve been severely injured and need empathetic, efficient guidance. The intake team had to balance compassion with speed, ensure strict process adherence and compliance on every call, and handle common objections consistently. Operationally, they lacked visibility into what agents were doing between…
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BrightBridge’s Playbook for Consistently Outstanding Member Experience
Challenge BrightBridge Credit Union needed to scale a consistently excellent member experience while growing fast. According to VP of Member Support, Zobeida Duarte, the team relied on manual QA and live listening: a “manual checklist to confirm whether or not an agent met the quality standards.” This slowed feedback loops and made it hard to…
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How Real-Time Coaching Transformed Onboarding, Compliance, and Call Quality at Scale
The Challenge: Scaling Training Without Sacrificing Quality As Horizon Services continued to grow, its contact center faced a familiar but increasingly urgent problem: training and quality assurance weren’t scaling with the business. “Before Balto, our supervisors had to listen to each call manually. That’s just not scalable.”— James Luxton, VP of Customer Service Onboarding new…
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From Uncertainty to unmatched NPS: Inside InteLogix’s AI-Driven Transformation
Challenge: Manual Processes Slowing Everything Down As InteLogix expanded across service lines—collections, customer care, first- and third-party support—so did the complexity of its training and quality operations. For Ivonne Ortiz, Director of Training & Quality, and Chip Kennedy, VP of Shared Services, the mission was clear: make agents’ lives easier. But that wasn’t easy to…
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How EmpiRx Scales Faster and Delivers “White Glove” Service with Balto
EmpiRx moved customer service in-house and needed to train a brand-new team—fast. With Balto, they ramped quicker, improved consistency, and gave agents the confidence to handle complex calls. Challenge: Starting from Zero EmpiRx is a pharmacy benefit manager, and our customer service team supports inbound calls from members, pharmacies, and providers with pharmacy insurance questions. For years,…
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Integris Health Enhances Patient Support and Operational Efficiency with Balto
Integris Health, Oklahoma’s largest healthcare system, is utilizing Balto’s AI-powered real-time guidance platform to significantly improve patient interactions and streamline operations within its contact center. Faced with the challenge of managing high call volumes and ensuring active listening across its complex billing and patient financial services, Integris Health implemented Balto to enhance quality metrics, reduce…
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How One Mnet Health Optimizes Compliance and QA with Balto
“Balto has helped us transform our compliance and onboarding processes, and the real-time reporting features have been a game-changer. Our agents feel more confident, and we have the data we need to coach them effectively.” One Mnet Health, a leader in medical billing and first-party collections, faced challenges in maintaining compliance, onboarding agents quickly, and…
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Powering People, Driving Performance: NYPCC’s Success With Balto
The Challenge: Consistency on Every Call NYPCC, a NY based mental health organization, needed to create consistency and deliver value-based conversations. Every company wants to ensure their reps are hitting the mark every time they’re on the phone with a customer, but when it comes to scaling, things can get messy. Consistency becomes elusive, especially…
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PJ Fitzpatrick’s Journey with Balto: Enhancing Sales and Training
The Challenge: Improving Sales Performance and Training Efficiency PJ Fitzpatrick, a leader in the home improvement industry, needed to optimize their call center operations and improve the performance of their sales agents. At the same time, they wanted to provide its team with tools that would not only increase efficiency but also enhance the customer…
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Leading Change in Collections With Credit Control Corporation
In the competitive world of debt collection and customer service, companies face constant challenges related to operational efficiency, interaction accuracy, and agent training. Credit Control Corporation recently shared the difficulties they encountered and how implementing Balto’s AI solutions transformed their approach. The Initial Challenge: Managing High Volumes of Consumer Interactions Credit Control handles a high…
Balto is your Power People partner.
Powering people to achieve more is why we named the company Balto in the first place