Sebastian is director of implementation and support at Balto. Balto is building the AI Workforce for the modern contact center. Balto built a single, coordinated system for the contact center that brings real-time guidance, automation, quality, insights, and AI agents together in one place. Every conversation, whether handled by a human or AI, runs through the same system and feeds back into it. AI and human representatives operate under shared standards, shared QA, and shared accountability. The result is not just a set of tools, but a workforce that learns from every conversation and gets better with every call.