ING taps Expert System to boost back office automation
ING has extended a back-office automation agreement with artificial intelligence (AI) firm, Expert System.
ING is deploying the tech across its call centres
The Dutch bank is deploying Expert System’s natural language understanding (NLU) services. This will improve its application of robotic process automation (RPA).
According to Expert System, RPA can sometimes fall short in automating tasks that require accurate comprehension, categorisation, and correlation of data.
Bastiaan Zaad, product owner for natural language processing at ING, says that “the banks’ customer centres are more reliable as a result of Expert System’s work”.
“Our customer relation centres in the Netherlands benefit from a much more reliable and much more accurate email management process,” he says.
“Our next objective is to extend those benefits to our centers based in Belgium and in the other countries where ING operates.”
Expert System’s Alain Biancardi, vice president for sales in Benelux and France, says that AI is creating “new opportunities to scale” and “drive more value from the implementation of RPA.”
He adds that ING will be able to “extend back office efficiencies, augment decision making and enhance customer service.”
ING named Steven van Rijswijk as its new CEO and chairman this week, succeeding Ralph Hamers.
The incoming CEO has spent time across multiple segments of ING, including mergers and acquisitions, equity capital markets, advisory, and corporate banking.
He also chairs a European inter-bank working group on the transition from Eonia to a new euro risk-free rate, providing fallback rates for Euribor.
Related: ING’s multibanking start-up Cobase gets two new shareholders
