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, and that means that the art of persuasion and the science of objection handling is best left in the hands of empathetic humans.
Collections
Consumers will have little reason to stay on the phone with an AI once they realize they're talking to one. That means collections will remain human for the foreseeable future.
Policy Exceptions
You don't want AI making its own policy decisions. When a customer calls in with a unique situation that requires flexibility, you'll want a human on the line.
Just Because
And sometimes, people just prefer talking to people.
Sensitive Situations
We won't be comfortable spilling our guts out to an AI for a long time, and that means that we'll want humans to handle the interactions that require humanness. Insurance claims, medical situations, and other sensitive conversations will continue to be handled by people.
Sales
People don't yet have a social contract with AIs, and that means that the art of persuasion and the science of objection handling is best left in the hands of empathetic humans.
Collections
Consumers will have little reason to stay on the phone with an AI once they realize they're talking to one. That means collections will remain human for the foreseeable future.
Policy Exceptions
You don't want AI making its own policy decisions. When a customer calls in with a unique situation that requires flexibility, you'll want a human on the line.
Just Because
And sometimes, people just prefer talking to people.
Sensitive Situations
We won't be comfortable spilling our guts out to an AI for a long time, and that means that we'll want humans to handle the interactions that require humanness. Insurance claims, medical situations, and other sensitive conversations will continue to be handled by people.
Power Your People with Balto.
They will be 3x as productive as they are today.
People, powered by AI, will be capable of incredible feats. Balto gives your agents real-time guidance, coaching, and quality assurance so every conversation is the best it can be.
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.
Balto's Vision For Smarter Work
Call Center Agent Coaching: Techniques & Templates
Learn 5 proven call center agent coaching techniques, a step-by-step session template, and how AI scales coaching to every agent on your team.
How to Improve Call Center Agent Performance (10 Strategies)
10 proven strategies to improve call center agent performance: evaluation, metrics, coaching, real-time AI guidance, and performance improvement plans.
Best Call Center Software for BPO Companies (2026)
Best call center software for BPO companies in 2026. CCaaS, AI Brain, and WFM & CRM tools reviewed for multi-client compliance and margin efficiency.
Balto is your Power People partner.
Powering people to achieve more is why we named the company Balto in the first place. Named after the heroic sled dog who saved lives by delivering medicine through an Alaskan blizzard, Balto embodies the spirit of going the extra mile.