Balto: Real-time AI guidance and agent-assist platform that coaches contact-center and sales agents live during calls. Level AI: Level AI is a contact center conversation intelligence platform that transcribes, scores, and analyzes voice and text customer interactions with automated QA and real-time agent assist. The right pick comes down to team size, budget, and the workflows you want to automate.
How Hosiqo compares and tests toolsFinal recommendation
Shortlist Balto when guiding agents live through objections and compliance requirements matters most, and Level AI when coaching contact center agents using transcript-based insights and real-time call guidance matters most. Try them side by side on real calls before deciding — needs vary by team.
Real-time AI guidance and agent-assist platform that coaches contact-center and sales agents live during calls.
Level AI is a contact center conversation intelligence platform that transcribes, scores, and analyzes voice and text customer interactions with automated QA and real-time agent assist.
Balto is a contact-center AI platform centered on real-time guidance during live customer and sales calls. Rather than focusing on post-call review, Balto listens to conversations as they happen and surfaces dynamic prompts, objection-handling cues, compliance checklists, and knowledge-base answers to the agent in the moment. Its Agent Assist pulls relevant information so reps can respond to customer questions instantly, while real-time QA automatically scores interactions across all calls and flags compliance risk early, maintaining an audit trail for supervisors. Coaching automation tailors recommendations to each agent's performance, and real-time note generation produces call summaries without manual write-ups. Balto also offers voice AI agents to handle high-volume, repeatable calls and supports omnichannel context across voice and digital channels. It integrates with CRMs and telephony systems such as Salesforce and RingCentral. The platform is used across industries including healthcare, insurance, banking, collections, and home improvement, and is aimed at contact centers and sales teams that want in-the-moment guidance, compliance assurance, and automated quality management at scale. Pricing varies by plan. Check the official website for current pricing.
Best suited for
Level AI is a customer experience platform built for enterprise contact centers that captures, transcribes, and analyzes customer conversations across voice calls, chat, email, and bot interactions. Its proprietary speech-to-text engine, trained on noisy call center audio and fine-tuned to each customer's terminology, converts spoken conversations into searchable transcripts. On top of that transcription layer, Level AI applies semantic intelligence (natural language understanding) rather than keyword matching to detect intent, sentiment, and compliance issues, aiming to monitor 100% of interactions instead of a small sampled fraction. The platform automates quality assurance by scoring conversations against custom scorecards, including open-ended criteria via its QA-GPT feature, and surfaces coaching opportunities. A real-time Agent Assist module suggests next-best actions during live calls, and analytics dashboards extract voice-of-customer insights and dissatisfaction drivers. It is aimed at QA, CX, and operations teams in financial services, healthcare, insurance, and retail. Level AI also offers AI virtual agents for call deflection and screen recording for agent monitoring.
Best suited for
Balto is a free tier with paid upgrades (freemium); Level AI is custom pricing (contact sales). Always confirm current pricing on each vendor's site before buying.
| Feature | Balto | Level AI |
|---|---|---|
| Core capability | Real-time, in-call guidance with dynamic prompts and objection cues | Speech-to-text transcription of voice calls plus ingestion of chat, email, and bot text across channels |
| Standout feature | Agent Assist that surfaces knowledge-base answers live | Semantic conversation intelligence using NLU to detect intent, sentiment, and compliance signals |
| Team usage | Automated quality assurance scoring across 100% of calls | Automated quality assurance scoring of 100% of interactions via custom scorecards and QA-GPT |
| Integrations | Real-time compliance monitoring with audit trails | Real-time Agent Assist that surfaces recommended responses and guidance during live calls |
| Languages & capture | Automated call summaries and coaching recommendations | Analytics dashboards for voice-of-customer insights, dissatisfaction drivers, and root-cause analysis |
| Best-fit workflow | Integrations with CRMs and phone systems such as Salesforce and RingCentral | Agent screen recording and AI virtual agents for call triage and deflection |
Balto
Choose Balto if you need guiding agents live through objections and compliance requirements — strengths include guides agents during the call rather than only analyzing afterward.
Level AI
Choose Level AI if you need automatically scoring and auditing agent calls and chats for quality assurance at scale — strengths include transcription engine is trained specifically on noisy contact center audio and tuned to customer-specific terminology.
Balto
Level AI
It depends on your workflow. Balto is strong for guiding agents live through objections and compliance requirements, while Level AI is strong for automatically scoring and auditing agent calls and chats for quality assurance at scale. Both transcribe and summarize meetings.
Balto is a free tier with paid upgrades and Level AI is custom pricing. Check each vendor's pricing page for the latest plans and free-tier limits.
Sure. Running both makes sense when their strengths don't overlap and the budget allows.
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