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Australian AI company Icana.AI has worked with financial services provider Finance One to replace its manual customer quality assurance program with an AI-driven platform that analyses every customer conversation and flags interactions requiring review.
Finance One deployed Icana.AI’s CallCoach platform to move beyond traditional manual quality assurance, where typically fewer than two per cent of customer calls are reviewed. The platform analyses every customer interaction, automatically flagging conversations where customers may be vulnerable, required processes may have been missed, compliance risks emerge or coaching opportunities exist.
Since implementation, CallCoach has analysed more than 300,000 customer calls for Finance One, representing more than 33,000 hours of customer conversations.
From random sampling to full-spectrum analysis
For organisations handling large volumes of sensitive customer conversations, the shift means leaders no longer need to rely on random sampling or spend hours reviewing recordings. Instead, they can direct their time toward interactions that present the greatest coaching opportunities, compliance risks or examples of good practice.
The deployment has delivered measurable improvements across key operational and customer service metrics at Finance One.
Addressing blind spots in contact centre oversight
Icana.AI Chief Executive Officer Erik van Eekelen indicated that most organisations were operating with blind spots because manual quality assurance captures only a small fraction of customer interactions.
“Every day, contact centres generate an enormous amount of customer intelligence, yet because most organisations review only a small sample of conversations, important coaching opportunities, compliance risks and customer insights often go unnoticed,” van Eekelen explained.
“Listening to every call is only part of the equation. The real value comes from helping leaders identify the conversations that need their attention.”
Rather than asking managers to spend hours listening to recordings, CallCoach automatically surfaces the conversations that warrant attention, whether that involves a customer who may need additional support, a compliance issue that requires review or a service interaction that can be shared with the wider team, van Eekelen added.
A shift in how leaders spend their time
Finance One Chief Information Officer Chris Doyle noted that moving from manual sampling to analysing every customer interaction had changed how the organisation supports both customers and employees.
“Instead of manually searching for coaching opportunities, our leaders are immediately directed to the conversations that need their attention,” Doyle remarked. “Whether it’s identifying where a hardship process wasn’t followed, recognising an agent who handled a difficult conversation well or supporting someone who needs coaching, our leaders can spend more time coaching people and less time searching for the right conversations.”
“The result has been greater consistency, stronger compliance and better support for customers, particularly those experiencing financial hardship.”
Beyond simple automation
Van Eekelen described the collaboration as an example of how AI can reshape customer operations beyond basic automation.
“AI, when used responsibly within well-designed frameworks, enables organisations to improve customer outcomes, strengthen compliance and make better operational decisions using insights that simply weren’t available before,” he observed.
“We’re seeing organisations move from reviewing hundreds of calls to understanding hundreds of thousands. That fundamentally changes how they manage quality, risk and customer experience.”
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Founded in August 2023, Icana.AI develops contact centre tools that use AI to analyse both the content of and the emotions in customer conversations across communication channels, with the aim of simplifying tasks such as call and chat analysis.
Last Updated on July 28, 2026 by Nick Ross
