ING’s gen AI chatbot tackles nearly 80% of customer queries
$1T bank taps Google to develop LLM driven-chatbots
ING is seeing quantifiable returns on its generative AI investments and plans to launch gen AI-driven solutions to improve customer satisfaction and efficiency. The $1 trillion bank upgraded its contact centers with gen AI-powered chatbots in 2023, providing customers with faster, more accurate responses, Marco Li Mandri, head of advanced analytics strategy, told FinAi News. “Up to 77% of chats in Spain and 80% in the Netherlands are now resolved automatically [through the chatbots], reducing the volume of […]
