FF News Logo
Friday, February 20, 2026
FFNews x MoneyLIVE

Breaking News

ING’s AI Roadmap: Platform, People, and Agentic AI UK-fintech Provided Over £17.5m in Emergency Wage Advances to More Than 55,000 Employees in the Last Year TreviPay Announces AI-Powered Growth Center to Help Enterprises Predict Buyer Behavior and Drive B2B Sales AYU Alternative Investment Network Launches Direct Capital Matching Service Chubb Appoints Scott Henck Global Chief Actuary Insurity Announces Billing-as-a-Service Now Costs Less Than Running Billing In-House for P&C Carriers and MGAs INSHUR Appoints Christopher Aragon as Head of US Sales and Operations to Drive Growth and Expand Mobility Insurance Footprint Brits Feel Confused About Cryptocurrency, Despite Growing Plans to Invest DailyPay Upsizes Secured Credit Facility to $960 Million Arab National Bank Leverages Intellect’s eMACH.ai Wholesale Banking Platform to Accelerate Digital Innovation Mortgage Magic™ Launches Integrated Remote KYC to Verify Clients Without the Paperwork Nearly 3 BN BLIK Transactions in 2025 and Over 2 M New Users Markel Announces Collaboration With Upfort to Help Enhance Protection for U.S. Cyber Policyholders The Largest Local Credit Union in Arizona Chooses Alacriti’s Orbipay Payments Hub to Consolidate Payments and Expand Money Movement Capabilities Jointly AI Launches the World’s First Autonomous AI Insurance Broker Platform

February 20 2026

ING’s AI Roadmap: Platform, People, and Agentic AI

Share this post:

Share on LinkedIn Share on WhatsApp

Marco Li Mandri sets out ING’s three-part AI plan for the next two to three years: move fast, scale responsibly, and make sure people can actually use the tools. The goal isn’t scattered pilots, but AI becoming part of everyday work in a few big-impact areas, backed by the right controls and skills.

First, Li Mandri says ING wants to rapidly scale AI and agentic AI in focus domains like the contact centre and wider customer service. Practically, that means changing how customers get help and how staff deliver it, not just answering FAQs, but summarising issues, suggesting next steps, pulling relevant information quickly, and routing cases while also flagging retail customer interaction, where AI could smooth high-volume journeys like onboarding, product questions, payments, disputes, and fraud, making experiences more personalised and proactive.

ING also describes building one global platform to serve all countries and domains, concentrating ING’s agents and technology in a shared foundation which supports faster reuse across teams and makes the essentials easier to standardise: model onboarding, monitoring, auditability, data access, and change management. It also strengthens safety and responsibility through consistent guardrails, clearer accountability, and tighter control over data access and output monitoring which is critical in a regulated, high-stakes environment.

Lastly, Li Mandri focuses on people as leaders need to learn how to operate in an AI-driven world, including realistic capabilities, risks, and how work changes when humans and AI share tasks. Colleagues need practical skills too: prompting well, judging output quality, and staying critical. ING’s data fluency programme is meant to build these habits across the organisation, reinforcing that AI strategy is as much about people and governance as it is about models and platforms.

People In This Post

Marco Li Mandri

ING

Companies In This Post

ING
  1. ING’s AI Roadmap: Platform, People, and Agentic AI

    Fintech TV

     Read more
  2. UK-fintech Provided Over £17.5m in Emergency Wage Advances to More Than 55,000 Employees in the Last Year

    News

     Read more
  3. TreviPay Announces AI-Powered Growth Center to Help Enterprises Predict Buyer Behavior and Drive B2B Sales

    News

     Read more
  4. AYU Alternative Investment Network Launches Direct Capital Matching Service

    Fintech

     Read more
  5. Chubb Appoints Scott Henck Global Chief Actuary

    Insurtech

     Read more
FFNews x MoneyLIVE
More On