Through intelligent automation across different channels, ING is pushing the limits of customer experience in the banking sector. Ayush Mittal, ING’s IT Chapter Lead is at the forefront of the transformation, leading the development of systems and solutions that connect customers to AI assistants and contact centres across multiple countries.
Here, Ayush explains how the banking corporation is leveraging generative AI to enhance chat and voice interactions in ways that power faster, more personalised support – all while maintaining rigorous guardrails around data security. He also discusses the challenges of scaling a consistent experience in diverse markets, and how ING’s unified architecture enables the localisation and configuration of optimal customer support.
Key themes:
How Ayush and his team tie into the overall CX ecosystem at ING
The biggest challenges in delivering a seamless omnichannel experience
The innovations that could redefine how banks handle large-scale global support operations
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