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ING Bank transforming operations through agentic AI
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Company
ING Bank
ING Bank transforming operations through agentic AI | Computer Weekly Search the TechTarget Network Join CW+ Login Register Cookies…
Country
Netherlands
…for financial services News ING Bank transforming operations through agentic AI Netherlands-headquartered international bank is using artificial intelligence throughout its operations Share this item with your network: By Karl Flinders, Chief reporter and senior…
Region
Europe
…for financial services News ING Bank transforming operations through agentic AI Netherlands-headquartered international bank is using artificial intelligence throughout its operations Share this item with your network: By Karl Flinders, Chief reporter and senior…
Industry
Financial Services
…erWeekly.com.br ComputerWeekly.de ComputerWeekly.es LeMagIT.fr MicroScope.co.uk Home IT for financial services News ING Bank transforming operations through agentic AI Netherlands-headquartered international bank is using artificial intelligence t…
Problem
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.
…perations through the use of artificial intelligence (AI) in its various forms. Projects around using the technology in transaction monitoring, customer due diligence and mortgage generation are already in early production or in train, as the bank seeks to do more with less and redeploy the human workforce. Marnix van Stiphout, ING chief operating officer (COO), said that when AI is in…
Implementation approach
AI development sits under strict, centralised governance led by ING's COO, who works with the CTO on an almost daily basis; exploration is restricted to five controlled areas (KYC, call centres, wholesale banking customer due diligence, retail hyper-personalisation, and tech engineering) rather than being pursued ad hoc across the bank, an approach the CTO describes as 'conservatively aggressive'.
…ate more.” As explained to Computer Weekly recently by ING CTO Daniele Tonella, the bank is enabling development around AI in five areas: know your customer (KYC), call centres, in wholesale banking to improve customer due diligence, in retail for the hyper-personalisation of offerings, and inside tech for engineering. He explained the bank’s “conservatively aggressive” approach to AI and why the…
…eneurial nature of our bank, we might have seen bits of AI all over the place.” Van Stiphout said that he and Tonella are in contact on an almost daily basis. Separately, Van Stiphout was behind the bank’s move to a global delivery model…
Applicable regulations
Know Your Customer (KYC) requirements
…ng transformed by multiple projects, already in early production or on the way. Customer due diligence –or KYC, as the regulation is called – is an area where ING is redoing workflows involving manual labour using AI. “All the manual work we do in client due diligence, KYC, will largely be redone…
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.
…train, as the bank seeks to do more with less and redeploy the human workforce. Marnix van Stiphout, ING chief operating officer (COO), said that when AI is introduced to an operations process, a 25% p roductivity gain is made, but he stressed that its adoption is not just about people leaving. Van Stiphout, who has held various roles at the bank over 25 years, looks after…
…gain in terms of speed and not being annoyed by ongoing information requests.” Customer due diligence now takes seconds versus, “either a day in a very positive situation, or weeks and weeks in a very negative one”, depending on the extra information required, said Van Stiphout, adding that this allows staff to focus on real risk analysis rather than data gathering. Van Stiphout expects certain work in operations to be done by 25% fewer people…
Description
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.
…pport side, ING released a chatbot last year for all its retail franchises, and for marketing it is using AI to identify hidden affluent clients. Another project being worked on by Van Stiphout’s team is to use agentic AI to…
…anchises, and for marketing it is using AI to identify hidden affluent clients. Another project being worked on by Van Stiphout’s team is to use agentic AI to instigate and complete mortgage applications. “We will also look at agentic AI for products like mortgages, redoing the way w…
…ital agent in terms of getting all the data from them and doing credit checks.” Van Stiphout added that agentic AI-generated mortgages will start in 2026. AI knows your customers Meanwhile, the people-heavy work in compliance is being…
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.
…on with the IT department. Van Stiphout said that on the customer support side, ING released a chatbot last year for all its retail franchises, and for marketing it is using AI to identify hidden affluent clients. Another…
…d – is an area where ING is redoing workflows involving manual labour using AI. “All the manual work we do in client due diligence, KYC, will largely be redone with a new model based on existing/available data, so we do not have to ask clients for all the data points,” said Van Stiphout. He said that ING onboards clients largely digitally, unless they are complex: “…
AI capabilities
Agentic AI, Conversational AI, Machine Learning
…anchises, and for marketing it is using AI to identify hidden affluent clients. Another project being worked on by Van Stiphout’s team is to use agentic AI to instigate and complete mortgage applications. “We will also look at agentic AI for products like mortgages, redoing the way w…
…on with the IT department. Van Stiphout said that on the customer support side, ING released a chatbot last year for all its retail franchises, and for marketing it is using AI to identify hidden affluent clients. Another…
Capture details
- Captured
- 25 Aug 2026, 20:36 UTC
- Extractor
- fetch-strip@1
- Snapshot hash
- dcf0bdd4c8a2584bb56e4fe0b0d669537527c1c3065ae7893141349aab5e01d1