Icana.AI CallCoach lifts Finance One compliance checks

Icana.AI has deployed its CallCoach system at Finance One, where it has analysed more than 300,000 customer calls.

Finance One replaced manual quality assurance with software that reviews every customer interaction and flags calls for follow-up. The tool is designed to identify vulnerable customers, missed processes, potential compliance issues and coaching needs.

Manual review in contact centres often covers fewer than 2% of calls, leaving managers to rely on small samples to assess staff performance and process compliance. At Finance One, the new system has reviewed more than 33,000 hours of customer conversations.

The change led to measurable shifts in several internal metrics. Finance One reported a 42% improvement in adherence to hardship processes, a 48% improvement in compliance with internal guidelines for sensitive customer data, a 42% improvement in adherence to customer query processes and a 14% improvement in tone-of-voice consistency.

Broader shift

The deployment reflects a wider move in customer service operations towards automated review of calls and chats, particularly in regulated sectors where oversight of customer interactions is closely tied to conduct and compliance. Financial services groups face additional scrutiny around the treatment of customers in hardship and the handling of sensitive information.

For contact centre managers, the appeal of full-call analysis is not just scale but triage. Rather than listening to random recordings, supervisors can focus on interactions the system has already marked as higher risk or higher value for coaching.

Erik van Eekelen, Chief Executive Officer of Icana.AI, said many organisations still had limited visibility into customer conversations because only a small portion of calls are reviewed.

"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."

He said the system is intended to reduce the time team leaders spend searching through recordings while giving them a clearer picture of where intervention is needed.

"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," van Eekelen said.

Operational impact

Finance One said moving from sampled reviews to full interaction analysis changed the way it manages coaching and support for frontline staff. The lender's use of the system appears to focus on both risk detection and staff development.

Chris Doyle, Chief Information Officer of Finance One, said team leaders are now directed to specific interactions instead of having to find them manually.

"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," Doyle said.

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

Icana.AI was founded in 2023 and focuses on tools for contact centres. Its software analyses the content and emotional signals in customer interactions across communication channels to help employers review service quality and staff performance at scale.

Van Eekelen said the Finance One rollout illustrated how AI is being applied in customer operations beyond simple task 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," van Eekelen said.

"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."