Balto Launches Kodi for Contact Center Analysis

Balto launches Kodi, an AI coworker for contact center leaders, the company said in a press release. The tool begins rolling out on September 28 and is available exclusively to Balto customers.

Users can ask questions in natural language, investigate interactions, compare teams or time periods, review calls behind findings, and create charts and reports. Kodi can also identify factors affecting outcomes and recommend actions.

With user approval, Kodi can apply changes across Balto tools for agent assistance, coaching, quality assurance, compliance, notes, prompts, checklists, dashboards, and data fields. When an analysis requires additional data, the tool can create the necessary fields, fill them with data from the previous 60 days, and continue tracking them.