A traditional mortgage can take weeks to process. Every application moves through rounds of document requests, condition checks, and broker queries before a decision is made. ING is using agentic AI to change that.
In this episode, Bahadir Yilmaz, Chief Analytics Officer at ING, explains how one of Europe’s largest mortgage lenders has implemented agentic AI in its mortgage process. The system is live in the Netherlands, rolling out to Germany. Applications now complete in days, a full day faster since AI was introduced. The goal: the instant mortgage, within the next couple of years.
We cover why ING chose its highest-stakes product for its first agentic deployment, why the agent handles operational work while underwriting remains with traditional machine learning, and how the team built a golden dataset of 400 mortgage applications to test a system no one had tested before.
Furthermore, Bahadir shares how ING scaled to 114 AI initiatives with 42,000 employees using AI. We discuss why risk management came before ambition, and why only 10 of his 600 experts were ready to build agentic systems.
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