# ING Groep N.V.: AI agents, dated Source: https://www.bankingnewsai.com/banks/ing/ai-agents Record last changed: Oct 13, 2026 10 dated AI-agent moves from Feb 26, 2026 to Sep 23, 2026; 6 agent use cases on the profile, 1 in production. Strategy page: https://www.bankingnewsai.com/banks/ing ## Agent use cases | Use case | Stage | What it does | |---|---|---| | **AI Risk Committee and Centre of Excellence** | In production | A central AI Risk Committee for new domains such as voicebots and agentic AI, a Centre of Excellence, and vetting of 140 specific GenAI risks. | | **Agentic mortgage assistant (Netherlands)** | Rolling out | An AI agent that takes over gathering and checking documents and moving cases between systems, explains outcomes and suggests next steps, with an employee deciding; piloted in March 2026 and rolling out, with other markets to follow. | | **Agentic payments with Worldline and Mastercard** | Pilot | A live end-to-end agentic payment on European infrastructure, plus a six-bank principles paper that asks for audit trails and dispute processes for agent-initiated payments. | | **LLM voicebot and speech-to-speech tests** | Pilot | The 2025 20-F records the first large-language-model voicebot experiment, and Computer Weekly reports ING testing speech-to-speech models; the central AI Risk Committee was set up to oversee voicebots and agentic AI. | | **Agentic payment with Visa Payment Passkeys (Germany)** | Pilot | A merchant AI agent acted within conditions set by the consumer, who confirmed with biometric authentication; ING authorised the payment as issuer, and Worldline and ING joined Visa's Agentic Ready Programme. | | **Conversational banking in the mobile app** | Announced | A personal assistant with agentic AI capabilities in the app, with gradual rollout starting around mid-2026. | ## Timeline ### Sep 2026 | Date | Move | Stage | Source | |---|---|---|---| | 2026-09-23 | **CEO at the BofA conference: 600 AI staff, Google as main partner** Steven van Rijswijk describes a centralised approach with clear use cases, 600 people working in AI (300 in a hub in Türkiye), Google as the main partner via VISTA, agentic mortgages cutting complex cases from seven to five days, and conversational banking and a 75% chatbot share to come. | Announced | [Investing.com, Sep 23, 2026](https://investing.com/news/transcripts/ing-at-bank-of-america-31th-annual-financials-ceo-conference-growth-lifts-targets-93CH-4912460) | | 2026-09-22 | **Six banks publish principles for agentic commerce** ING co-authors a paper with ASB Bank, Bank of America, Capital One, Commonwealth Bank of Australia and NatWest calling for transparency, safety, privacy and data, choice and interoperability, including an auditable record of what a customer asked an agent to do. | Announced | [ING Group, ASB Bank, Bank of America, Capital One, Commonwealth Bank of Australia and NatWest Group newsroom, Sep 22, 2026](https://ing.com/binaries/content/assets/documents/news/principles-paper-building-trust-in-agentic-commerce) | | 2026-09-15 | **Barclays conference: AI used to upskill, automate and grow income; 1,250 operational roles** CFO Ida Lerner says ING is reducing 1,250 operational roles in a structured way, applies AI to upskill employees, automate processes and improve income generation, streamlines anti-money-laundering and KYC back-office work and uses agentic AI in Dutch mortgage origination. | Announced | [Investing.com, Sep 15, 2026](https://ca.investing.com/news/stock-market-news/ing-groep-at-barclays-conference-higher-returns-steady-growth-93CH-4840251) | ### Jul 2026 | Date | Move | Stage | Source | |---|---|---|---| | 2026-07-30 | **2Q26 results: Instant Mortgages in Germany and agentic mortgages 'live in production'** ING launched Instant Mortgages in Germany with a binding credit decision in under 30 minutes and expanded AI-supported personalised marketing across markets; the CEO calls agentic mortgages live in production, serving more customers without adding FTEs, and says conversational banking in the mobile app will start rolling out soon. | Announced | [ING Groep N.V. newsroom, Jul 30, 2026](https://ing.com/binaries/content/assets/documents/results/2q2026/2q2026-ing-press-release.pdf) | | 2026-07-02 | **Live agentic payment with Visa and Worldline in Germany** A consumer sets purchase conditions, a merchant AI agent acts within them, the buyer confirms with biometric authentication through Visa Payment Passkeys and ING authorises the payment; Worldline and ING join Visa's Agentic Ready Programme. | Pilot | [Worldline via GlobeNewswire, Jul 2, 2026](https://globenewswire.com/news-release/2026/07/02/3321259/0/en/worldline-worldline-ing-and-visa-complete-a-live-agentic-payment-transaction-in-europe-press-release.html) | ### Jun 2026 | Date | Move | Stage | Source | |---|---|---|---| | 2026-06-10 | **Agentic mortgage assistant begins scaled rollout** After a March pilot for applications that would normally need manual assessment, ING begins rolling the assistant out across the Netherlands; it analyses applications, explains outcomes and suggests next steps while an ING employee makes the final decision. | Rolling out | [Finextra, Jun 10, 2026](https://finextra.com/newsarticle/47885/ing-deploys-agentic-ai-to-speed-up-mortgage-decisions) | | 2026-06-02 | **Live end-to-end agentic payment with Worldline and Mastercard** An ING customer used an AI assistant to choose and buy concert tickets, with the assistant carrying out every step to payment on infrastructure based entirely in Europe; the companies describe it as Europe's first end-to-end agentic payment transaction. | Pilot | [Finextra, Jun 2, 2026](https://finextra.com/newsarticle/47844/ing-complete-live-end-to-end-european-agentic-payment-transaction) | ### Apr 2026 | Date | Move | Stage | Source | |---|---|---|---| | 2026-04-30 | **1Q26 call: more than 75% of chats resolved by AI** The CEO reports more than 90% of AI pilots in production, more than 75% of customer chats fully resolved by AI without human support, more than 7 million customers reached by hyper-personalised campaigns, agentic mortgages live in the Netherlands, global hubs holding 27% of tech employees and 40% of the operations workforce, and a 0.6% fall in FTEs against 2% cost growth over 12 months. | Rolling out | [ING Groep N.V. newsroom, Apr 30, 2026](https://ing.com/binaries/content/assets/documents/results/1q2026/1q2026-ing-press-release.pdf) | ### Mar 2026 | Date | Move | Stage | Source | |---|---|---|---| | 2026-03-18 | **Morgan Stanley conference: 'Driving value through digitalisation, scalability and (Gen)AI'** ING reports more than 90% of (Gen)AI pilots in production, more than 100 initiatives, instant consumer-credit decisions at 65% in the Netherlands, a first agentic mortgage assistant pilot live in the Netherlands, instant mortgages due in Germany within a year, and a decrease of about 1,250 Operations FTEs expected in 2026. | Rolling out | [ING Groep N.V. newsroom, Mar 18, 2026](https://ing.com/binaries/content/assets/documents/investors/20260318---driving-value-through-digitalisation-scalability-and-genai.pdf) | ### Feb 2026 | Date | Move | Stage | Source | |---|---|---|---| | 2026-02-26 | **2025 Form 20-F: AI Risk Committee and seven-country chatbots** The annual report says contact centres underwent a GenAI transformation with chatbots live in seven countries, KYC models and AI-driven customer due diligence were introduced, a dedicated central AI Risk Committee was set up for voicebots and agentic AI, and data fluency training reached more than 8,700 participants; a risk factor says AI governance and model-risk controls are being implemented for the EU AI Act. | In production | [ING Groep N.V. (SEC filing), Feb 26, 2026](https://www.sec.gov/Archives/edgar/data/0001039765/000162828026011979/ing-20251231.htm) | --- Canonical page: https://www.bankingnewsai.com/banks/ing/ai-agents Part of [BankingNewsAI](https://www.bankingnewsai.com/). Every row is a dated, sourced entry on a bank profile on this site; the stage is the one the bank describes. Index of Markdown pages: https://www.bankingnewsai.com/llms.txt.