ING is planning to embed AI and agentic AI into products, processes and interactions across its retail and wholesale operations. 

Agentic AI enables a shift from automation to autonomy with its ability to take initiative, make decisions and act autonomously toward goals, Marco Li Mandri, head of advanced analytics strategy, told FinAi News. 

“In banking, this can potentially lead to more proactive, intelligent and adaptive systems that not only improve operations but reinvent the customer relationship,” he said. 

The $1 trillion Amsterdam-based bank plans to launch two agentic AI solutions this year. 

• One will build conversational banking capabilities to further personalize customer service. 

• The other will initiate and complete mortgage applications in the Netherlands. AI agents will collect data and perform credit checks. 

AI allows for more personalized results, faster and smarter decision-making, and the use of large datasets, Li Mandri said.

“We have access to a lot of personal information about our customers,” Li Mandri said. “Combined with superior analytics, insight and foresight allows us to give our customers a superior experience that is easy, personal, instant and relevant.” 

Growing agentic market 

Tech providers are developing new solutions to meet the rising demand of agentic solutions from financial services industry. 

Many FIs prefer agentic AI tools over LLMs, Sovan Shatpathy, senior vice president of product management and development at Oracle Financial Services, told FinAi News.  

“Agentic AI provides [fewer] hallucinations and can become specialized in one field, providing higher efficiency returns,” he said. 

Oracle aims to deploy more than 130 agentic AI tools this year for financial services across retail, commercial and investment banking, Shatpathy said. 

Similarly, tech provider nCino is looking to add more capabilities to its agentic AI tool kit after deploying its AI-driven platform, Banking Advisor, last year, Blake Fortier, global director of applied AI and data, told FinAi News. 

The Wilmington, N.C.-based nCino aims to launch more than 100 agentic AI tools this month that can: 

• Summarize a client’s activity to better understand their needs;  

• Suggest products;  

• Aid the documentation process; and  

• Aid continuous credit monitoring. 

Register here for the inaugural FinAi Banking Summit, taking place March 2-3 in Denver. View the full event agenda here.