ING Tests AI Chatbot in Dutch Pilot Program

ING is currently conducting a pilot program in the Netherlands that utilizes a generative AI-driven chatbot to handle a portion of client interactions. According to Bahadir Yilmaz, the Chief Analytics Officer at ING, who spoke at the Money2020 Europe event in Amsterdam, the pilot project is currently directing 2.5% of client chats to the AI chatbot. This initiative is part of ING’s broader plan to scale up the technology following the pilot phase.