LONDON — ING Bank saw increased adoption of its video-based customer service options in 2023, specifically for mortgage applications.
“Almost 50% of customers use digital channels for purchasing banking products,” Lukasz Parzyk, expert lead at ING, said at FinovateEurope 2024 today. “Mobile apps have become the main and often the only element of contact between the customer and the bank.”
To meet customers where they do most of their banking, ING joined forces with financial services digital solutions provider Ailleron to leverage the company’s LiveBank solution, which allows FIs to implement video-based customer support solutions, according to Ailleron.
The $967 billion bank can provide “remote and quick access to bank services with bank advisers as the human factor in the new mortgage process … [which] is important,” Parzyk said.
ING’s customers wanted a streamlined digital mortgage process, he said.
With LiveBank, ING has reduced mortgage application timelines to a matter of days in five steps:
- Book an online appointment;
- Video call with a banker;
- Fill out online application;
- Complete digital document transfer; and
- Make one branch visit.
ING now provides digital, quick, transparent and personalized services to their customers, Parzyk said.
Nearly 60% of ING’s mortgage applications are video-based and the bank has trained 400 employees to serve the growing demand for the digital banking tool, Parzyk said.
AI video assistant
Ailleron is working on incorporating AI into its solutions since ChatGPT gained popularity, Mateusz Grys, product manager of LiveBank at Ailleron, said during the event.
LiveBank is working on a human-faced AI chatbot for video calls “with the customers to give a face-to-face human touch by using the large language models,” Grys said.
The fintech is also developing a chatbot to help customer representatives accurately and quickly respond to customer inquiries by evaluating Ailleron data, Grys said.
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