ING launches AI mortgage agent in the Netherlands

ING Netherlands will roll out an AI agent across its Dutch mortgage operation after a March pilot. The software will automate document collection, verify information, scan applications to assess likely outcomes and route cases between systems. Human staff will make final credit decisions and contact customers.

The system is designed to reduce manual back-office work by moving files between systems and suggesting next steps to employees. ING says the aim is to shorten the waiting period buyers face while paperwork and internal checks are completed.

Tom Degen, head of mortgages at ING Netherlands, said: “The tool will allow staff to focus on complex applications and personal contact with brokers. 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.”

ING has tested AI across its operations for more than a year. The bank’s chief operating officer, Marnix van Stiphout, previously described plans for customers to interact with a digital agent to provide data and run credit checks, reducing routine human handling. Chief technology officer Daniele Tonella outlined development in areas including know-your-customer checks, call centres, wholesale customer due diligence, retail personalisation and internal engineering work.

Van Stiphout has said certain operational roles could be carried out by about 25% fewer people once AI is implemented, with capacity reallocated to growth activities and more complex tasks. ING expects its wider AI investments could add roughly €500m in annual value from 2030 onwards.

A recent survey found generative AI could save about 187 million labour hours mainly in back-office roles and that roughly 27,000 jobs could be displaced by 2030. Several banks have linked workforce reductions or restructuring to rising AI investment, while other firms report productivity gains from AI tools.

ING says it will continue testing AI in live settings and scale applications that produce clear benefits for customers. The mortgage agent will automate repetitive processing while leaving judgment and final decisions to trained staff.