Balto AI features and pricing (October 2026)

Balto is a contact center AI platform that guides agents in real time during calls, scores every interaction for quality assurance and runs an AI voice agent called Togo. It plugs into existing phone systems and targets contact centers in regulated sectors.

Balto Software, Inc. is based in St. Louis, Missouri. The platform covers Real-Time Agent Assist, call notes that write summaries and fill CRM fields, QA and quality management with automatic scoring, AI coaching, conversation insights and the Togo voice agent for calls, chat, SMS and email.

It connects to more than 60 systems, among them NICE, Genesys, RingCentral, 8x8, Salesforce and Twilio. The vendor reports more than 300 enterprise customers and names financial services, health insurance, healthcare, property and casualty insurance, collections and outsourcers as its sectors.

• Guides agents during live callsReal-Time Agent Assist follows the call and shows answers and next steps drawn from the team's own knowledge bases and connected systems, with sources attached. Agents reach verified information faster, and new hires rely less on colleagues.
• Writes call notes and fills CRM fieldsAfter the call, the AI writes a summary and populates CRM fields. Agents spend less time on after-call work, and supervisors can read what was agreed without listening to the recording.
• Scores every call for qualityAuto scoring evaluates each call against scorecards built from a company's own playbook within seconds of hangup, and each score links to the moment that decided it. QA teams review evidence for all calls instead of samples.
• Builds coaching sessionsThe coaching feature finds coachable moments in an agent's own conversations and assembles the session. Managers prepare coaching faster, and an AI called Kodi suggests scorecard changes when patterns in calls shift.
• Takes routine calls with TogoThe Togo voice agent handles repeatable calls and chats, trained on top performers' calls and the knowledge base, and hands over with full context. Automation insights show which topics Togo can complete independently.

• Works on top of existing telephony and contact center systems such as NICE, Genesys, Five9 and RingCentral rather than replacing them.
• Agent assist, QA scoring, coaching and a voice agent come from one vendor and one platform.
• Focus on regulated sectors such as insurance, banking and healthcare; the vendor states SOC 2 Type II, HIPAA and PCI DSS.

Balto Software, Inc. is based in St. Louis, Missouri, keeps data in US data centers according to its privacy policy and serves US sectors such as insurance, banking and healthcare.

Data is processed and stored in US data centers, according to the privacy policy, with standard contractual clauses for transfers from the EU and UK. Prices are not published; we found no pricing page in October 2026. Recording and scoring every call needs lawful consent, and US states differ on whether all parties must agree. AI voice calls also fall under the TCPA.

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