# How Horizon Services uses Balto

As published on [balto.ai](https://www.balto.ai/case-study/how-real-time-coaching-transformed-call-quality-at-scale/), July 2025. Captured by usedby on 2026-10-07.

- Company: [Horizon Services](https://www.usedby.ai/companies/horizon-services.md)
- Tool: [Balto](https://www.usedby.ai/tools/balto.md)
- Teams: Customer Service, Supervisors

## What the story says

Horizon Services uses Balto as a real-time coaching layer during live contact center calls, prompting agents with locked compliance language and flexible talking points. Supervisors also use its searchable transcripts and AI-curated coaching clips to review calls.

Summary written by usedby from the source page, in English. The figures are those of Balto and Horizon Services, not ours.

> Balto became Horizon’s real-time coaching layer, working alongside agents during live calls to guide conversations, reinforce best practices, and ensure critical language was delivered correctly.

> We lock the lines that are non-negotiable—like disclaimers and privacy. But for the rest, agents can use their own voice. That’s important to us. That’s how we build rapport.
>
> James Luxton, VP of Customer Service

## What usedby checked

We compared the story with its live page on 2026-10-07.

- Checked: the passage quoted above is copied word for word from the page, near the name of Horizon Services.
- Checked: the publication date is read from the page’s own metadata, never guessed.
- Checked: Horizon Services uses Balto. Confirmed line. Latest check across sources: 2026-10-07.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/horizon-services-balto · How we check: https://www.usedby.ai/methodology