Australian startup Icana.AI is gaining attention for its conversation-intelligence platform, CallCoach, which analyses customer interactions to support sales and service teams with clearer feedback, better compliance visibility and faster onboarding.
Founded in 2023 by AI specialist Erik van Eekelen (pictured), Icana.AI was created to address a long-standing gap in quality assurance: most organisations review only a small fraction of customer interactions, often less than 2%. CallCoach instead evaluates 100% of calls, chats and emails, providing structured insights into tone, pacing, clarity, conversation flow and objection handling — not just transcription or sentiment.
The platform is already in use at organisations including Open Universities Australia, Finance One, Academy Xi, the Australian Institute of Management (AIM), Jacaranda Finance and Collarts.
CallCoach’s design combines multiple language models with human calibration, producing daily feedback for agents and weekly reports for leaders. It also includes simulation tools that let staff practise realistic conversations and a capability to detect hardship cues and vulnerable-customer indicators that may be missed in real time.
Van Eekelen, who has spent two decades building technology across government, logistics, education and e-commerce, says the aim is to give teams clearer, more consistent guidance. Icana.AI was recently named a finalist in two categories of the Australian AI Awards.
As contact centres and sales teams face rising expectations around consistency, compliance and customer experience, tools that can analyse conversations at scale — while providing practical coaching — are becoming more important. Icana.AI says it will continue expanding its platform to support teams looking for more transparent, data-driven insight into how customer conversations are handled.
