Balto Debuts AI Coworker Kodi to Automate Contact Center Operations

For years, contact center managers have struggled to convert an influx of dashboard reports into tangible floor changes. Kodi attempts to solve this by acting as an autonomous coworker. When a leader identifies a performance or compliance issue, the system probes underlying interaction data, identifies specific drivers, and proposes actionable adjustments. Once a manager approves a recommendation, the AI executes the update directly within Balto’s suite, including updates to QA scorecards, coaching prompts, and dynamic checklists.

"Most insights tools stop at the moment they show you the problem," said Kyle Jones, VP of Product at Balto. "Kodi is built for what happens next." Beyond answering direct queries, the tool proactively surfaces related patterns and can generate new data fields by backfilling up to 60 days of historical information. The system adapts its output to the user's needs, allowing managers to request specific visualizations, team comparisons, or summarized call findings without relying on predefined reporting structures. The tool is available starting today for all existing Balto customers.