by Eglė Račkauskaitė | May 8, 2026 | Artificial Intelligence
Conversation intelligence software is a powerful tool for contact and call centers that records, transcribes, and analyzes customer interactions to surface sentiment and purchase patterns, flag persistent or urgent issues, and inform call center agent coaching....
by Eglė Račkauskaitė | May 8, 2026 | Artificial Intelligence
To improve customer experience in a call center, you need to focus on reducing wait times, improving first contact resolution, personalizing customer service, and offering relevant help. However, achieving this is pricey: the average cost per live conversation with a...
by Alexa Schmitt Bugler | May 8, 2026 | Contact Center AI
Types of AI in the contact center include machine learning, artificial neural networks, natural language processing, generative AI and large language models, and agentic AI. AI has many applications in contact center operations, from AI agents for self service...
by Eglė Račkauskaitė | May 1, 2026 | Artificial Intelligence
Trying to decide between Balto vs Capacity for your customer support team? You’re in the right place. Choosing the wrong tool can mean wasted budget, frustrated agents, and customers who don’t get the help they need fast enough. That’s why we’ve put together this...
by Eglė Račkauskaitė | Apr 10, 2026 | Contact Center AI
Real-time agent assist for contact centers is a set of AI and automation tools that support agents during live interactions across channels, helping to provide context, speed up resolutions and automate post-call work. According to Hubspot, 90% of people expect...
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