In this episode of Friends in Business, hosts Ben Wright and Jemimah Ashleigh catch up with Erik van Eekelen for a lively chat about how AI is shaking up the world of customer service and sales. Kicking things off with a relatable story about smart tech in everyday life — like robotic vacuums — the trio dives into how artificial intelligence is already transforming how businesses connect with customers and streamline their operations. They explore the real-world edge that AI can offer, from optimising call centres to unlocking new markets. More than just a buzzword, this episode makes it clear: AI isn’t something down the track — it’s here now, and it’s a game-changer for smart business strategy.

About the Guest:

Erik van Eekelen is the Managing Director of Icana AI, a company at the forefront of using artificial intelligence to supercharge customer service and sales performance. With more than two decades of experience under his belt and a master’s degree in AI, Erik has built an impressive career working across a range of industries throughout Europe and Australia. His deep, hands-on knowledge of AI’s practical applications — particularly in customer-facing roles — positions him as a true leader in the field.

Key Takeaways: 

• AI tools are transforming customer service by analyzing and improving employee communication skills, focusing on both content and tone.


• Erik’s company, Ikana AI, utilizes AI to shorten employee onboarding times and enhance performance in customer-facing roles.


• By lowering operational costs and improving efficiency through AI, startups can now compete with larger firms in new and existing markets.


• Utilizing AI enables businesses to focus human efforts on creativity and strategy, enhancing the quality of customer interactions.


• AI offers strategic advantages and operational efficiencies that can help businesses pursue larger clients and expand their reach.

Time Stamps: 

0:00 Intro

3:00 Guest Introduction

4:02 Vacuum Cleaners Being A.I.

4:51 Changes That A.I. Is Bringing To Teams Functions

8:27 A.I.’s Impact on Developing Customer Base

10:02 Icana.ai

13:08 Impact of A.I. on the Business Prospect

15:45 Impact of A.I. on Customer Prospects

19:20 Weekly Takeaway

21:20 Guest Socials

22:23 Outro

Be sure to stay tuned for more enlightening content from the Friends in Business podcast. If you enjoy the show, please like, share, and leave a review to support us and help others discover these valuable discussions.