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Michael Edelstone

A.I. phone home


Lead Product Designer


Company has a proven technology but wants to scale to new markets and customers.

Top outcome

A new product line backed by validated prototypes and a renewed organizational confidence.

Balto makes AI-driven listening software for large call centers. Before this project their core application was “Real-Time Guidance”, a desktop app for automated suggestions and encouragement while talking to customers. It was limited in functionality and Balto wanted to go big on some new ideas and enhancements.

Building upon their powerful machine learning technology, I conceived and validated multiple user flows, ultimately resulting in a new product offering named “Real-Time Coaching”. This new module included a native chat client and a suite of data visualization tools for a clear, at-a-glance impression of staff productivity.

Product shot, cash module Product shot, alerts Product shot, create an alert Product shot, log Product shot, reporting charts