Overview
- ING has moved a tested AI assistant from a pilot used by about 50 assessors to full availability for roughly 300 mortgage assessors to speed applicant responses and relieve staffing pressure.
- The model was trained on ING’s acceptance rules and customers’ personal data, and the bank says that training reduces errors and produces actionable suggestions within about one minute for borderline cases.
- ING reports about 80% of applications do not fit its acceptance policy exactly, and the assistant gives rapid alternatives that assessors can use when making their decisions.
- Human assessors keep final authority and must be able to explain any decision that used the tool, a requirement ING says aligns with explicit human oversight demanded by regulation.
- Mortgage‑assessment AI is classified as high‑risk under the EU AI Act, which requires risk management, strict data quality, detailed logging and demonstrable human oversight, and regulators have set a compliance deadline of December 2027; other Dutch lenders such as Rabobank and ABN AMRO are already using similar tools that report measurable time savings.