Reported by Karl Flinders

(Excerpt shown below. To read full report, go to: https://www.computerweekly.com/news/366626743/ING-Bank-transforming-operations-through-agentic-AI)

ING Bank is currently amid multiple projects to improve its operations through the use of artificial intelligence (AI) in its various forms.

Projects around using the technology in transaction monitoring, customer due diligence and mortgage generation are already in early production or in train, as the bank seeks to do more with less and redeploy the human workforce.

Marnix van Stiphout, ING chief operating officer (COO), said that when AI is introduced to an operations process, a 25% productivity gain is made, but he stressed that its adoption is not just about people leaving.

Van Stiphout, who has held various roles at the bank over 25 years, looks after business, finance, human resources (HR) and risk operations, as well as takes care of data, analytics, everything around know-your-customer (KYC) regulation and transformation at the bank.

Today, as part of his wide role, he is overseeing the introduction of agentic AI into operations, in conjunction with the IT department.