GenAI customer service chatbot (Netherlands)
ING
Customer-facing GenAI chatbot in the ING app, with guardrails, piloted with 10 percent of support-chat users in the Netherlands.
- Industry
- Financial services
- Function
- Q&A / search
- Dated
- Date not stated
- Source type
- consultant case study
- Tracker
- ING: Cut
Measured effect, as reported
“helping 20 percent more customers avoid long wait times”
Wording checked against the source page (web reader (page blocks automated download)).
Evidence strength. Consultant case study of its own client. Pilot result from the first seven weeks.
This use case is not part of the AI Dividend Index and does not change it.
Source
McKinsey: Banking on innovation: How ING uses generative AI to put people first (opens in a new tab)
https://www.mckinsey.com/industries/financial-services/how-we-help-clients/banking-on-innovation-how-ing-uses-generative-ai-to-put-people-first