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

The Opportunity

Using gen AI to better assist customers

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
ovals and circle discs fanning out

From idea to impact

The Solution

Developing advanced chatbot capabilities

The Impact

At the forefront of gen AI applications in banking

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

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
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
Guides established and emerging companies in redefining business models and pursuing new business-building opportunities
Niels Van der Wildt
Helps technology and transformation leaders modernize their organizations, technology architecture, and software engineering...


Blue waves in a circular pattern
Generative AI
QuantumBlack Labs
QuantumBlack Labs