Banking on innovation: How ING uses generative AI to put people first

The global bank worked closely with McKinsey to build, test, and launch a bespoke customer-facing chatbot that uses the latest gen AI technology to meet customer needs.

This project has helped establish a solid technical foundation that puts ING at the forefront of gen AI applications within the banking industry.

Bahadir Yilmaz
ING Chief Analytics Officer
Stephanie Hauser

When done right, using gen AI can be incredibly powerful in creating a better customer experience while also prioritizing the security of banking customers.

Stephanie Hauser
McKinsey senior partner and co-leader of the Global Banking and Securities Practice
Get in touch

Lessons Learned

Let’s connect

Andrea Del Miglio
Senior PartnerMilan
Helps established organizations undergo core technology transformations to find and create new value
Carlo Giovine
PartnerLondon
Coleads McKinsey’s work with QuantumBlack through innovation and excellence in machine learning and artificial intelligence
Stephanie Hauser
Senior PartnerLondon
Co-leads McKinsey’s Global Banking & Securities Practice and our banking work across the European region. Stephanie serves clients...
Mohcine Ouass
PartnerAmsterdam
Guides established and emerging companies in redefining business models and pursuing new business-building opportunities
Niels Van der Wildt
PartnerLondon
Helps technology and transformation leaders modernize their organizations, technology architecture, and software engineering...

Related

A laptop screen displaying McKinsey's Lilli generative AI platform landing page
Rewiring the way McKinsey works with Lilli, our generative AI platform
-
Learn how we built and scaled Lilli and the lessons learned along the way.
A dazzling burst of vivid blue light emanating from a focal point and stretching into slender strands with luminous tips.
The state of AI in early 2024: Gen AI adoption spikes and starts to generate value
-
As generative AI adoption accelerates, survey respondents report measurable benefits and increased mitigation of the risk of inaccuracy. A small group of high performers lead the way.
A thumb and an index finger form a circular void, resembling the shape of a light bulb but without the glass component. Inside this empty space, a bright filament and the gleaming metal base of the light bulb are visible.
A generative AI reset: Rewiring to turn potential into value in 2024
-
The generative AI payoff may only come when companies do deeper organizational surgery on their business.
Pictured from left to right, Lise Diagne, Liz Grennan, and Cenk Tunasar
Humans behind AI
The power of AI is giving shape to a new age. Right before our eyes, it’s transforming economies, industries, and how we work—and it requires people with world-class talent to develop and implement it.

Creating value beyond the hype

Let’s deliver on the promise of technology from strategy to scale.
Get started