Balto Launches RTG3 for Contact Center Agent Assist

Balto announced in a press release RTG3, a new agent assist tool for contact center agents. The product is available now and free for existing Balto agent assist customers.

RTG3 runs as an app on the side of an agent desktop and integrates with CCaaS and UCaaS systems to start and stop with calls. When a call comes in, it can show customer history from prior Balto conversations and transcripts.

The tool can run AI agents in the background during calls. Balto said it can surface local weather or sports when a city is mentioned, competitor review information when a competitor comes up, or provider details in healthcare calls.

Agents can also ask questions inside RTG3. The system searches Balto Cloud and can search a customer SharePoint, with answers that cite source material and link to the relevant article, page, or section.

RTG3 also includes checklists for compliance and sales steps, supervisor support, knowledge access, and workspace customization. Balto said one health insurance brokerage saw call discovery rise from below 20% to about 51%, while a home improvement company reduced new hire ramp time to estimate certification from about 90 days to 30.