"According to Li Mandri, ING's centralised approach to AI development has resulted in a high success rate for pilot projects, with 90% moving to production compared to the industry average of 30. The bank has standardised on cloud-hosted AI models from preferred partners, which are then made available globally, allowing ING to scale. He says the platform is centrally managed with risk controls, guardrails and real-time monitoring."
"The wholesale and retail European bank has been using AI for a decade and has centralised its AI development efforts to scale product development across multiple countries while maintaining strong connections with business divisions. As Computer Weekly has previously reported, ING is focused on the use of AI in five key areas of the business: know your customer (KYC), call centres, in wholesale banking to improve customer due diligence, in retail for the hyper-personalisation of offerings, and inside tech for engineering."
ING has used AI for a decade and has centralized AI development to scale product development across multiple countries while maintaining connections with business divisions. AI is applied in five areas: know your customer (KYC), call centres, wholesale banking customer due diligence, retail hyper-personalisation, and engineering within tech. A single cloud-hosted platform is used to build most AI, all GenAI, and to position for agentic AI. The centralized approach yields a 90% pilot-to-production success rate versus an industry average of 30%. The platform standardizes preferred cloud models, applies risk controls, guardrails and real-time monitoring, and supports EU-based data residency while retaining some service dependencies. Deployed AI tools see frequent employee use and ING is rolling out productivity Copilots such as Microsoft 365 Copilot.
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