Balto Launches Kodi: Contact Center Leaders have a New Way to Ask Anything, Find the Answer, and Put It to Work

Kodi works alongside contact center leaders to investigate problems, uncover opportunities, recommend what needs to happen, and put approved decisions into action.

ST. LOUIS, Sept. 28, 2026 /PRNewswire/ -- Balto today announced the general availability of Kodi, an AI coworker built specifically for contact center leaders that can investigate issues, determine what needs to happen next, and execute approved changes across the tools teams use to run the floor. Rather than stopping at an insight or recommendation, Kodi can carry the work through to action, turning contact center data into changes that can improve performance, revenue, quality, and compliance.

This changes what you can do with contact center data. When something needs to improve, you can have Kodi investigate the underlying interactions, identify the factors driving the outcome, show the evidence, determine what needs to change, and recommend where that change should happen. You review the recommendation, approve it, and Kodi can put it into action through Agent Assist, coaching, QA scorecards, compliance scorecards, Notes, dynamic prompts, checklists, dashboards, data fields, and other Balto capabilities.

"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. It can investigate the issue, work through the evidence, determine what needs to change, and then go into Balto and make the approved change.

A new way to work with your contact center

For years, contact center technology has given leaders more dashboards, more reports, and more data. The challenge has been turning that data into decisions and then turning those decisions into changes on the floor. Kodi brings those steps together. It can work through the data required to understand what is happening, connect findings to the underlying interactions, identify the factors driving the result, and determine what action could improve the outcome. Because Kodi operates inside Balto, it can then move that decision into execution.

Kodi can also recognize when the original question is not enough. If additional data would produce a better answer, it can create what is needed, backfill the last 60 days, and begin tracking it going forward.

The result is not simply an answer to the question that was asked. Kodi can also surface related patterns and problems you did not think to ask about.

From insight to action without change management required

Execution is powered by a different way of working with your contact center. You can start with a question, a problem, an observation, or something you simply want to understand. You do not need to know exactly which report to run or which data field contains the answer.

The way you need information depends on what you are trying to understand or decide. Kodi can adapt its output to match. You can ask for a chart, change the visualization, compare time periods, break results down by team or location, see the interactions behind a number, summarize findings across conversations, or turn the result into a report or PDF you can share. The information is not locked inside a predefined dashboard. Kodi can work with you to shape the answer around the question, the evidence, and the decision in front of you.

You can ask Kodi to go deeper, change the timeframe, compare teams, investigate a pattern it surfaced, or show the calls behind a finding. The conversation gives you a way to direct the work while Kodi handles the investigation. The insight, the decision, and the tools needed to execute it are connected. Kodi has immediately closed the gap between what you know and what you can do.

Availability

Kodi begins rolling out today exclusively for all Balto customers. To see it in action, visit balto.ai/contact-center-insights/.

About Balto

Balto unifies the contact center by pairing human execution with the speed of agentic AI. Powering thousands of customer interactions daily across the globe, Balto's agent assist, automated QA, and agentic insights to empower contact centers to maximize revenue, eliminate compliance risk, and scale elite operational performance. Headquartered in St. Louis, Missouri, Balto is backed by premier venture capital firms and trusted by leading brands across financial services, healthcare, insurance, and retail operations. Learn more at balto.ai

SOURCE Balto Software, Inc.