Australian AI company Icana.AI says it has helped financial services provider Finance One change its customer quality assurance programme by using artificial intelligence to analyse customer conversations and automatically identify interactions that require review.
Finance One deployed Icana.AI’s CallCoach platform to replace manual quality assurance processes, which the company said typically review fewer than two per cent of customer calls. Icana.AI said the platform analyses every customer interaction and flags conversations where customers may be vulnerable, required processes may have been missed, compliance risks emerge, or coaching opportunities exist.
Icana.AI said CallCoach has analysed more than 300,000 customer calls for Finance One, representing more than 33,000 hours of customer conversations. Reported results included a 42 per cent improvement in adherence to Finance One hardship processes, a 48 per cent improvement in compliance with internal guidelines for sensitive customer data, a 42 per cent improvement in adherence to customer query processes, and a 14 per cent improvement in tone-of-voice consistency.
Icana.AI Chief Executive Officer Erik van Eekelen said many organisations have “blind spots” because manual quality assurance only captures a small sample of 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.”
Finance One Chief Information Officer Chris Doyle said moving from manual sampling to analysing every interaction changed how the organisation supports 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,” Doyle said.
“The result has been greater consistency, stronger compliance and better support for customers, particularly those experiencing financial hardship.”
