Icana.AI helps Finance One strengthen compliance by identifying the customer calls that matter most 

Erik van Eekelen

Australian AI company Icana.AI has helped financial services provider Finance One transform its customer quality assurance program, using artificial intelligence to analyse every customer conversation and automatically identify the interactions that require review, helping improve process compliance, coaching and customer experience.

Finance One deployed Icana.AI’s AI-powered CallCoach platform to replace traditional manual quality assurance, where typically fewer than two per cent of customer calls are reviewed. The platform now 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.

For organisations handling large volumes of sensitive customer conversations, this means leaders no longer need to rely on random sampling or spend hours reviewing recordings. Instead, they can focus their time on the interactions that present the greatest coaching opportunities, compliance risks or examples of best practice.

Since implementation, CallCoach has analysed more than 300,000 customer calls for Finance One, representing more than 33,000 hours of customer conversations, delivering measurable improvements across key operational and customer service metrics.

Results include:

• 42% improvement in adherence to the Finance One hardship processes, helping ensure customers experiencing financial difficulty received timely and consistent support.
• 48% improvement in compliance with internal guidelines for sensitive customer data.
• 42% improvement in adherence to customer query processes.
• 14% improvement in tone-of-voice consistency.

Icana.AI Chief Executive Officer Erik van Eekelen said most organisations were operating with significant blind spots because manual quality assurance captures only a tiny 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 said.

“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 matter most, whether that’s a customer who may need additional support, a compliance issue that requires review or an example of exceptional service that can be shared with the wider team.”

Finance One Chief Information Officer Chris Doyle said moving from manual sampling to analysing every customer interaction had fundamentally 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. Whether it’s identifying where a hardship process wasn’t followed, recognising an agent who handled a difficult conversation exceptionally well or supporting someone who needs coaching, our leaders can spend more time coaching people and less time searching for the right conversations,” said Doyle.

“The result has been greater consistency, stronger compliance and better support for customers, particularly those experiencing financial hardship.”

Van Eekelen said the collaboration demonstrates how AI can reshape customer operations beyond simple 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.

“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.”