CCSS Launches AI Assistant to Support Contact Center Teams in Real Time

The Contact Center Support Services (CCSS) team recently launched Balto, a new AI-powered assistant designed to help representatives deliver faster, more consistent support to members and patients. Built to work alongside agents during live calls, Balto listens to conversations in real time and provides on-screen guidance, suggested next steps, reminders, and quick access to relevant tools and resources. The technology acts like a live coach, helping team members navigate complex conversations with greater confidence while reducing the need to search across multiple systems or rely solely on memory.

All CCSS agents are now using Balto. The implementation team is working with Balto to continually improve the information and responsiveness of this AI tool, so agents can spend more time focused on solving complex problems and delivering an even better experience for our patients and members.