ING applies AI in areas including lending, KYC processes, and algorithmic trading. Generative AI supports credit analysts by preparing documents and gathering relevant information, helping to speed up decision-making. The next step is agentic AI, which can perform tasks more autonomously. ING is already using this technology in its mortgage application processes in the Netherlands.

Responsible deployment remains a key priority. New AI solutions must comply with strict governance and control requirements before being introduced into production. ING also takes a critical approach to sustainability, using AI only where it delivers clear added value compared to traditional digital solutions.

According to Hoving, AI will impact certain roles, particularly at the junior level, but technological innovation will also create new opportunities over the longer term. His key message for CIOs and IT leaders is: get the AI fundamentals right first, then modernize technology and processes, and finally use AI to reimagine business operations.

ING’s strategy is built on three pillars:

1. A global operating model based on shared platforms.
2. A globally organized engineering workforce.
3. AI as a driver of innovation and digital transformation.