As part of a pilot project, ING Poland is now offering selected ING Business (online banking application) users an AI Assistant powered by GenAI technology. This is the first solution of its kind at ING. Implementation for all ING Business users is planned for the first quarter of 2026.
The AI assistant is designed to answer the simplest and most frequently asked questions about banking in ING Business, supporting customers in quickly obtaining information without the need to contact a consultant.
How will the chatbot work?
• After logging into the ING Business system and launching a chat, the customer will connect with an AI-powered chatbot.
• Thanks to GenAI, the chatbot will recognize the user’s intent and prepare a response.
• If necessary, the customer will be able to request a connection with a specialist during customer service hours.
We’re not slowing down in the development of the ING Business platform and are introducing further innovative solutions, this time based on AI. Digital banking is now a natural way to manage businesses, and making it easier for corporate clients to use our services is one of the bank’s top priorities. We are committed to strengthening positive customer experiences by, among other things, increasing support availability—ultimately to 24/7—and automating responses to simpler issues. That’s why we focus on simple, fully self-service, and intuitive solutions, such as the AI Assistant,” emphasizes Joanna Więcek, Director of the Business Banking Digital Experience Tribe at ING Bank Śląski.
We’re seeing an increasing number of business customers choose to contact bank support via text chat instead of phone. This method is convenient because it allows for asynchronous conversations – at a convenient time and in parallel with other responsibilities. However, the speed and precision of responses remain crucial. That’s why we’ve incorporated GenAI technology into the AI Assistant, which enables the generation of precise responses in near real-time. We see great potential in this technology and will consistently develop the AI Assistant, expanding its knowledge base and equipping it with new skills. This implementation is an important milestone on this path, ” adds Bartosz Traczyk, Managing Director responsible for Daily & Transaction Banking Products at ING Bank Śląski.
