Balto

Balto Real-Time Coaching identifies coaching moments as they happen, equipping supervisors with live data to provide instant feedback and drive continuous improvement without waiting for post-call reviews. It lets supervisors hear customer conversations in real-time, providing instant visibility into agent performance and allowing immediate intervention when needed. The platform converts speech to text, applies natural language processing, and matches phrases against rules, playbooks, and scoring models, then pushes actionable prompts and alerts to the agent screen and to managers for live coaching. Balto's live Agent Assist automatically surfaces answers and information that customer service agents need during calls so customers get accurate responses.