ING, a global banking leader, collaborated with McKinsey to revolutionize customer support using generative AI. By developing an advanced AI-driven chatbot, ING significantly enhanced customer interactions, reduced wait times, and ensured a seamless service experience. This innovative solution positioned ING as a frontrunner in AI applications within the banking industry.
ING faced significant challenges managing high customer inquiries while maintaining service efficiency and customer satisfaction. Key issues included:
1. Incomplete Query Resolution: Existing chatbots resolved only 40-45% of customer inquiries, requiring human intervention for the remaining 16,500 weekly queries.
2. Customer Wait Times: Live assistance was available only during working hours, leading to delays for non-urgent requests.
3. Risk in AI Implementation: Deploying AI in banking requires stringent controls to mitigate financial guidance and security risks.
4. Scalability Concerns: ING needed a scalable AI solution to support its 37 million customers across multiple markets.
To address these challenges, ING and McKinsey designed and deployed a generative AI chatbot within seven weeks, leveraging cutting-edge AI models and risk mitigation frameworks. Key implementation steps included:
1. AI-Driven Query Resolution: The chatbot used multi-step pipelines to retrieve, rank, and present the most relevant answers, ensuring precise customer responses.
2. Real-Time Customer Assistance: Unlike traditional chatbots, the generative AI solution provided immediate, tailored support, enhancing user satisfaction.
3. Risk Mitigation Guardrails: ING implemented strict controls to prevent the chatbot from offering financial advice on mortgages and investments.
4. Controlled Rollout: The chatbot was initially tested with 10% of mobile app users in the Netherlands, ensuring safe and effective deployment.
The AI-powered chatbot introduced by ING and McKinsey dramatically improved customer service efficiency while maintaining banking security standards.
1. Enhanced Query Resolution: AI-driven responses resolved more customer inquiries without human intervention.
2. Instant Support: The chatbot provided real-time assistance, reducing customer reliance on call centers.
3. Security-First Approach: ING implemented AI guardrails to maintain compliance and avoid financial risks.
4. Scalability Across Markets: The AI model was designed to expand to ING’s 37 million customers across 10 markets.
5. User-Centric Optimization: Continuous learning mechanisms refined chatbot responses based on real-time interactions.
The implementation of the generative AI chatbot delivered impressive improvements in efficiency and customer satisfaction.
1. Enhanced Customers Assisted: Within the first seven weeks, the chatbot helped 20% more customers than previous solutions.
2. Reduced Wait Times: Customers received instant responses, minimizing delays in query resolution.
3. Scalable AI Model: The chatbot was built with a technical foundation for expansion across ING’s global markets.
4. Lighter Call Center Load: As more customers adopted AI-based chat support, the pressure on ING’s call centers decreased.
5. Enhanced AI Governance: ING’s AI deployment adhered to strict compliance and security measures.
ING Group is a global financial institution offering retail, commercial, and investment banking services. Known for its focus on digital innovation, ING continuously integrates AI and technology to enhance customer experiences and streamline operations.
McKinsey & Company is a leading global consultancy specializing in AI, digital transformation, and strategic growth. Through its AI division, QuantumBlack, McKinsey empowers businesses with cutting-edge AI solutions to optimize efficiency and scalability.
ING’s collaboration with McKinsey to develop a generative AI chatbot has set a benchmark in AI-powered banking solutions. By prioritizing efficiency, security, and scalability, ING successfully transformed customer service while establishing a robust foundation for future AI innovations. As generative AI evolves, ING remains at the forefront, leveraging advanced technologies to enhance banking experiences worldwide.