Balto Launches AI Agent for Contact Center Operations
Balto, a provider of AI-powered contact center software, has launched Kodi, an AI agent designed to help contact center managers investigate operational problems and turn findings into changes across the company's platform.
Kodi lets managers begin with a question, problem or observation rather than selecting a predefined report. The system can analyze contact center data and underlying interactions, identify factors affecting an outcome, and recommend potential changes.
Managers retain an approval step before Kodi executes changes. Approved actions can be applied through Balto capabilities including Agent Assist, coaching, quality assurance and compliance scorecards, dynamic prompts, checklists, dashboards and data fields.
Kodi can also create additional data tracking when existing information is insufficient to answer a question. Balto says the system can backfill up to 60 days of data and continue tracking the newly created measure.
Users can request charts, compare periods or teams, inspect calls behind particular findings, and generate reports from the results.
For enterprise contact center teams, Kodi reflects a broader shift from AI systems that primarily summarize operational data toward agents that can take actions inside business applications. The approval requirement provides a human control point before recommended changes reach production workflows.
Kodi is rolling out to Balto customers.
Posted by Pure AI Editors on 09/28/2026