The Next Generation of Agent Assist is Here with Balto

ST. LOUIS, Sept. 1, 2026 /PRNewswire/ -- Balto, the leading AI platform for contact centers and the company that invented the category of agent assist called real-time guidance in 2017, today officially unveiled RTG3 – the tool is being regarded as the future of agent assist – not for its first of its kind features, but also because it's an agent assist that consistently delivers measurable ROI.

Introducing RTG3

RTG3 delivers what Balto describes as ambient agentic intelligence for the frontline contact center agents – an experience the contact center space has never seen before, and one that is being heralded as the future of agent assist.

The idea was born from a simple but powerful feeling: Making the agent app the central command center for the frontline by providing instant answers to information that's impossible to memorize, the ability to search for information right on the app, and turning it into a personalized workspace, rather than just another screen/app on their desktop.

RTG3 brings that experience to the frontline contact center agent for the first time, within the context of their work. Rather than a single nudge tucked on the side of the screen, RTG3 is agentic intelligence that works on the agent's behalf, automatically launching AI agents that gather the answers, customer context, and hard-to-find information a live conversation calls for, exactly when it's needed. The result is a frontline agent with AI at their fingertips and the freedom to focus on the customer in front of them.

That power belongs to the agent. RTG3 is built for the frontline, designed to be made their own, personalized and arranged around how each person works best; not to monitor them, and not to replace them. It is Balto's bet on humans and on what they are capable of when given the best possible tools. RTG3 is available today, free to existing Balto real-time guidance customers, through a fast and easy implementation.

Consistently delivers measurable ROI

Agent assist is the top investment priority for contact center leaders. According to industry-leading analysts in Customer Management Practice (CMP) Research, in the 2026–2027 year, 61% of leaders say they are going to invest in agent assist, making it the number one category, ahead of analytics and insights, chatbots and virtual agents, knowledge management, and automated QA.

Renowned for an excellent product suite, customer service and a platform that consistently delivers measurable ROI across multiple industries, Balto holds a 4.8-star rating across more than 600 reviews on G2 and Capterra, and has built RTG3 to meet that demand where the ROI actually lands: improved customer retention, agent to manager ratio, reduced agent turnover, accelerated ramp time, reducing handle time, better CSAT scores, and higher conversion rates.

"If you know there's golden data, why are you waiting for somebody to go into your product, go to the interface and ask the question? Provide them with the data that you know is good," says Balto CEO Marc Bernstein. That principle of putting that intelligence directly in front of the agent, rather than waiting for someone to ask, is at the heart of RTG3.

How RTG3 Works

RTG3 works today in the format contact center teams already know: the app is nestled in over the side of the screen and integrates with the CCaaS and UCaaS to start and stop automatically as calls come in and go out. For the first time, Balto is also introducing an intelligent agent desktop powered by ambient agentic intelligence for the frontline contact center agent.

• Customer History before the call: The second a call comes through, Balto automatically populates the history of that customer by working through previous Balto conversations and transcripts. Agents immediately see why the customer is calling and their most recent call history. Customer History carries a 93% thumbs-up rating from agents.
• AI agents working in the background: When a customer mentions a city, Balto pulls local weather and sports. When a competitor comes up, it pulls that competitor's reviews and surfaces the common complaints. In healthcare, when a provider is mentioned, Balto returns the provider's name, specialty, practice address, and a link to their listing. All of it happens in the background while the agent keeps talking.
• Answers to questions impossible to memorize: Agents can ask Balto anything, including questions no one could reasonably memorize, such as pricing a plan for several hundred seats with the right discounts applied. Balto searches knowledge resources in Balto Cloud and can search a customer's SharePoint. Every answer cites its source and deep links to the exact article, page, and section it came from.
• Real-time checklists are built as levers: The best AI checklists are not a full script; they are a few levers that let agents hit the metrics that matter: compliance requirements like verification, deeper discovery, and an assumptive ask or close. Agents can set completed items to auto-disappear, or keep them visible.
• A home base for the agent: Agents no longer have to navigate an obstacle course of tabs, CRMs, and Slack channels just to answer one customer question. RTG3 consolidates everything agents need–compliance, knowledge, workflows, and supervisor support–into one customizable workspace.
• Make it your own: RTG3 brings everything agents need into one place, and lets them make it their own. Agents can customize their layouts, pin what they use most, and personalize the look and feel of their workspace. Every agent can create a workspace that fits the way they work. If it works the way agents have longed for and they can personalize it, agents will use it.

Available and ready to use now

RTG3 is available now and free to existing Balto agent assist customers, with an implementation Balto describes as fast and low lift. Balto's team stays involved through implementation and beyond, helping teams prepare documents so AI can read them accurately and connecting knowledge databases so agents can query the full knowledge base from inside Balto.

Customers are already seeing incredible results with a Health Insurance brokerage call discovery rose from below 20% to roughly 51%, with an approximate 10% increase in sales as RTG3 usage grew and a Home Improvement company's new hire ramp to estimate certification dropped from about 90 days to 30.

Learn more about Balto Agent Assist.

About Balto

Balto is the #1 rated agent assist, QA automation, and agentic insights platform for contact centers, wrapped into a single platform where humans and AI work together. Founded in 2017, Balto was the first company to bring agent assist to market and has since deployed it across more than 300 customers and 500 million interactions. Balto is backed by Telescope Partners and Vista Equity Partners. Learn more at balto.ai

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SOURCE Balto Software, Inc.