The ING Assistant uses AI to help you with your banking. It can answer questions, guide you, and sometimes act on your behalf, for example by blocking your debit card. It can also use information from ING.nl and your ING data to give more personalised support, such as checking your debit card status. You can ask it to find transactions or calculate total payments to a person or company over a selected period. Responses may not always be complete or correct.
"}},{"componentType":"sectionTitle","title":"Using your data to provide the service"},{"componentType":"paragraph","richBody":{"value":"By chatting with us, you allow the assistant to use your data to help you. This includes personal data known at ING, your banking data like your transactions or card details and product information. It uses this to give more relevant answers and support you. It acts based on your input and questions. We only use the data needed to help you.
"}},{"componentType":"sectionTitle","title":"Using conversations to improve the service"},{"componentType":"paragraph","richBody":{"value":"We use the conversation to improve the AI assistant and train our AI models. If personal data is used in the conversation, this will automatically be included. It helps us understand how people use the service and improve the quality of its answers. Over time, this makes the assistant more useful and accurate for everyone.
"}},{"componentType":"sectionTitle","title":"How your data is handled"},{"componentType":"paragraph","richBody":{"value":"We use a secure and dedicated version of Google Gemini, together with our own ING systems, to assist you. Google provides the underlying AI technology, but ING determines how it is used and remains responsible for protecting customer data. Your data stays within ING’s secure environment. Google does not have access to customer data, does not store it, and does not use it to train AI models. Your data is also not shared with any other external parties for the purpose of training AI models.
We store and analyze conversations to improve our services and the assistant. We only use data for purposes necessary to answer your questions, perform the requested task, monitor the quality of our services, and, where required, comply with legal obligations. In the Netherlands, chat conversations are retained for 14 months. Chats with an employee about investments are retained for 7 years to comply with MiFID II regulations.
"}},{"componentType":"sectionTitle","title":"Chatting with a human"},{"componentType":"paragraph","richBody":{"value":"If needed, your conversation will be passed on to a human agent so you can be helped further. You can also always ask to be transferred.
"}},{"componentType":"sectionTitle","title":"What to keep in mind"},{"componentType":"paragraph","richBody":{"value":"Don’t share sensitive details about your health, beliefs, political views, or other highly personal information such as your citizen service number (bsn) genetic or biometric data or information related to criminal matters.
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