ING Bank is developing and deploying generative AI solutions within most areas of its business to streamline consumer and backend operations.  

“We are a bank that is really focusing on becoming frictionless for our clients … and AI is an important lever for that,” Marnix van Stiphout, chief operations officer and chief transformation officer, told Bank Automation News.  

The $1.1 trillion Amsterdam-based bank has already deployed traditional AI for use cases including fraud mitigation and product pricing van Stiphout said. Looking ahead, it is developing gen AI use cases to make its services more easily accessed. 

The bank is developing the following four gen AI applications.  

1. Chatbot capabilities in Australia 

The bank aims to provide a gen AI chatbot to its Australian clients this year, van Stiphout said. 

Key markets including the Netherlands, Belgium, Germany, Italy, Spain and Romania are live with the chatbot, he added. 

ING continuously runs tests on its gen AI chatbot to see if it is hallucinating and puts guardrails around the LLM to avoid those issues, van Stiphout said, adding that the chatbot’s deflection rate is in mid 60s. 

ING also deployed an agentic voice bot to help customer representatives when assisting customers, he said. 

2. Gen AI for KYC

“We are also looking to use a gen AI approach for KYC where we’ve got an enormous amount of data available to verify retail and many commercial clients,” van Stiphout said. “We will go live this year with a behavioral model where we use all the data that we have collected, plus market data, to do that assessment.” 

ING scans publicly available information to verify clients in many of the areas it serves and only reaches out to a client if additional risk assessment is required, van Stiphout said. 

3. Assisting underwriters 

ING is also developing gen AI tech to assist underwriters in evaluating loan applications — as well as creating hyper-personalized marketing campaigns — and to develop deeper relationships with clients, van Stiphout said. 

Wholesale banking operations are a key area in which the gen AI loan decisioning tool will be deployed, Stiphout said. 

4. Mortgage services 

The bank will start using agentic AI on its mortgage book in the Netherlands “fairly soon,” van Stiphout said, adding that, for now, the agentic AI model will help clients apply for loans and bankers in servicing existing loans. 

The bank plans to launch the tech in early 2026, he said. 

Gen AI development

ING has a network of data and applications that sits on public and private clouds for operations resiliency, van Stiphout said. 

The bank works with its cloud provider, Google’s Gemini model, and tweaks it for a custom fit, he said. 

ING has an internal tech team to develop many use cases and solutions, and works with external tech partners to develop certain use cases, he said. 

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