ING Bank transforming operations through agentic AI
ING Bank · Netherlands
ING Bank is running multiple AI projects across operations, governed centrally under its COO. Live/early-production efforts include a retail chatbot, AI-driven identification of hidden affluent clients for marketing, AI-assisted transaction monitoring that helps investigators close standard alerts faster and focus on risk, and a customer due diligence (KYC) redesign that uses existing public and behavioural data to auto-answer most of a roughly 100-question review, cutting due diligence from days or weeks to seconds. ING is also developing agentic AI to handle mortgage applications end-to-end (credit checks, data collection) starting in 2026. ING's COO said AI introduced to an operations process yields a 25% productivity gain, with freed capacity redeployed to growth and more complex work, and its CTO described 'conservatively aggressive' governance restricting AI exploration to five areas under COO control.
Overview
ING Bank is running multiple AI projects across operations, governed centrally under its COO. Live/early-production efforts include a retail chatbot, AI-driven identification of hidden affluent clients for marketing, AI-assisted transaction monitoring that helps investigators close standard alerts faster and focus on risk, and a customer due diligence (KYC) redesign that uses existing public and behavioural data to auto-answer most of a roughly 100-question review, cutting due diligence from days or weeks to seconds. ING is also developing agentic AI to handle mortgage applications end-to-end (credit checks, data collection) starting in 2026. ING's COO said AI introduced to an operations process yields a 25% productivity gain, with freed capacity redeployed to growth and more complex work, and its CTO described 'conservatively aggressive' governance restricting AI exploration to five areas under COO control.
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Inspect the highlighted sourceThe challenge
ING Bank sought to reduce heavy manual work in operations areas such as customer due diligence/KYC, transaction monitoring and mortgage applications, doing more with less and redeploying its workforce to growth and more complex tasks.
The solution
ING is running multiple AI projects across operations, centrally governed by its COO. It released a chatbot for its retail franchises, uses AI to identify hidden affluent clients for marketing, uses analytics in its transaction monitoring models to help investigators close standard alerts more speedily so they can focus on risk, and is redoing customer due diligence (KYC) workflows with a new model based on existing public and behavioural data instead of asking clients for all data points. ING is also developing agentic AI to instigate and complete mortgage applications, including credit checks, starting in 2026.
Reported business value
ING's COO says that when AI is introduced to an operations process, a 25% productivity gain is made, with freed capacity redeployed to growth and more complex work rather than solely reducing headcount. Customer due diligence now takes seconds versus either a day in a positive situation or weeks in a negative one. Transaction monitoring analytics let investigators close standard alerts more speedily, increasing the number of investigations that can be carried out.
Sources
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