{"type":"document","data":{"id":"d58270cd-f19b-41d6-a8f9-ca7b20f13c28","localeString":"en-GB","publishDate":"2025-10-23T11:36:15.698+02:00","contentType":"onecms:productPage","hasMacro":false,"flexPageMetadata":{"afmBanner":false,"robotInstruction":{"noIndex":false,"noFollow":false},"description":"Chat information"},"mainHeaderZone":{"componentType":"productHeader","coreHeader":{"title":"Chat with ING","subtitle":"What do you need to know when chatting with us?"},"backLink":{"textLink":{"url":"/en/personal/customer-service","text":"Contact and support"}}},"flexZone":{"flexComponents":[{"componentType":"sectionTitle","title":"Contact our Virtual Assistant Ida"},{"componentType":"paragraph","richBody":{"value":"<p>At ING, we use <strong>Virtual Assistant Ida</strong> in our chat environment. This is an automated service designed to support you quickly and efficiently with your banking.​</p><p>​Virtual Assistant Ida:​</p><ul><li>is intended for <strong>information purposes</strong> regarding your ING banking;​</li><li>does not provide <strong>investment, financial, tax or legal advice</strong> and should not be interpreted as such;​</li><li>aims to provide correct and complete answers, but may still make errors in some cases.​</li></ul><p>We use a combination of Generative AI (Google Gemini) and rule-based (declarative) chatbots to provide you with the best possible service.​</p><p>Are you stuck or unsure about the answer?​ Then type <strong>&quot;speak to an employee&quot;</strong> in the chat. You will then, within the opening hours of the relevant department, be referred to an employee who can help you further.​</p><p>​We are continuously working on improving our services and value your feedback.</p>"}},{"componentType":"sectionTitle","title":"How do we handle your data?"},{"componentType":"paragraph","richBody":{"value":"<p>Your data will not be used to train our AI models and will not be shared with or distributed to other parties. Your data will remain strictly internal and confidential. Share only relevant data with us.</p><p>In the Netherlands, all chat conversations are stored for <strong>14 months</strong>. We do this for various purposes, including: coaching of employees, analyses to improve our services and handling any complaints.</p><p>A chat about investments with an employee is stored for <strong>7 years</strong>. This means we comply with the MiFID II legislation.</p><p>Information about your rights and how we respect them can be found <a href=\"http://www.ing.nl/en/bank/privacy-statement/your-rights-and-how-we-respect-them\">here</a>.</p>"}}]}}}