Customer story · BankingThe AI assistant that makes banking faster: with natural sentences, not menus.
INGo is ING's AI-based virtual assistant, built on the CBOT Platform. It gives ING's customers relevant, instant answers to their banking questions and carries out banking transactions 24/7 across the website, Web Branch and mobile app. INGo was selected the best AI-based assistant among ING Group institutions.
ING, a member of the Netherlands-based ING Group and one of Turkey's largest private-sector banks, wanted to answer its customers' most frequent questions and handle basic transactions instantly, without adding to the operational burden on its teams.
Working with CBOT, ING built INGo: an AI-based virtual assistant on the CBOT Platform that supports customers 24/7. ING chose CBOT for its advanced NLP, which delivers the high accuracy rates that a strong customer experience depends on, and for the no-code tools that let ING's own team design and maintain the assistant.
Available on ING's website, Web Branch and mobile app, in both authorized and unauthorized areas, INGo understands natural text and is integrated with ING's banking systems, so it can help with personalized queries rather than menu-driven flows.
Beyond INGo, ING built a range of internal assistants on the CBOT Platform to support employees in areas such as HR, IT, legal and procurement, raising efficiency by answering questions instantly and automating routine tasks. INGo was selected the best AI-based assistant among ING Group institutions.
Provide instant support for frequently asked questions and basic transactions, without creating an operational burden on the bank's teams.
ING wanted to give customers the right information at any time and from any place, so they could make the most efficient financial decisions.
Answering frequent questions and handling basic transactions had to happen without adding to the burden on the bank's teams.
Customers needed to move forward with naturally written sentences, instead of picking from a menu or matching an exact keyword.
A no-code, enterprise-level platform had to let ING's own team build and maintain the assistant.
INGo is an AI-based virtual assistant, built on the CBOT Platform, that supports ING customers instantly and around the clock.
ING built INGo with CBOT's advanced NLP, which delivers the high accuracy a strong customer experience depends on; the assistant understands natural sentences.
INGo is integrated with ING's banking systems, so it answers personalized queries rather than menu-driven flows.
No-code tools let ING's own team design and maintain the assistant; the same platform also powers internal bots for HR, IT, legal and procurement.
INGo works on the website, Web Branch and mobile app, in both authorized and unauthorized areas, integrated with ING's banking systems to answer personalized queries.
INGo brought together an experience, across the website, Web Branch and mobile app, that instantly answers frequent questions and basic transactions without operational load, understands natural sentences and responds to personalized queries.
INGo was selected the best AI-based assistant among ING Group institutions, and ING keeps using the same platform enterprise-wide with employee bots.
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