ING has introduced agentic AI to speed up mortgage applications in the Netherlands.
Editorial
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First piloted in March for applications that would normally require manual assessment, the bank is beginning a scaled rolled out of the AI assistant across its operations.
The agent analyses mortgage applications, enabling faster understanding of cases, helping to explain possible outcomes, and suggesting ways to move cases forward. An ING employee always remains responsible for the assessment and makes the final decision on every mortgage application.
Tom Degen, head of mortgages at ING Netherlands, says: “With the agentic mortgage assistant, we are taking the next step in supporting mortgage applications to deliver faster decisions and clearer outcomes for customers and brokers. By analysing cases, providing insights and guiding decisions, it takes on part of the assessment work, enabling our colleagues to focus on complex applications and personal contact with brokers.”
He says the pilot will scale gradually. As it expands, the agentic AI assistant will take on more operational tasks, helping to speed up processing times and bring greater consistency in the mortgage process, with the aim of creating a quicker, more personal experience for customers and brokers.
“For customers, what matters is not the technology itself, but getting clear, reliable answers they can trust,” says Bahadir Yilmaz, chief analytics officer at ING. “This pilot shows how agentic AI can help process mortgage applications more efficiently, while keeping decisions explainable and firmly within ING’s governance and customer‑first standards.”
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