Kodi: An AI Coworker Built Just for Contact Center Leaders

US-based Balto, known for its AI tools for contact centers, has launched a new product called “Kodi” and is making it generally available. Unlike many call-center AI tools that focus on front-line agents, Kodi is explicitly designed as an “AI coworker” for supervisors and contact center leaders. Its job is to surface performance issues, explain what’s going wrong, and then help push the right fixes across the tech stack.

Today, figuring out why one team’s resolution rate is slipping or whether a new script is actually boosting sales typically requires manual analysis of call recordings, dashboards, and spreadsheets. Kodi pulls data from multiple systems—call logs, CRM platforms, workforce management tools—and lets managers ask open-ended questions in plain language, such as “Why are cancellations up this week?” It responds with concrete insights and, once changes are approved, can execute updates to workflows or scripts in the connected tools.

With experienced contact center managers in short supply globally, encapsulating some of that expertise in software is becoming a priority. Kodi positions itself as a digital right hand for those leaders, initially targeting North American operations but offering a glimpse of how large Japanese call centers and BPO providers might modernize their management practices in the near future.