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ING has introduced agentic AI to support mortgage applications in the Netherlands and is now rolling it out more widely after a pilot.
The tool is aimed at mortgage cases that would otherwise require manual assessment. It analyses applications, helps staff understand the details of each case, explains possible outcomes and suggests next steps.
Employees remain responsible for every assessment and make the final decision on each mortgage application. The system is intended to reduce delays caused by document checks and handovers between internal systems and specialists.
The move comes as lenders face pressure to shorten home-loan turnaround times while maintaining oversight of decisions. ING handles a large number of mortgage applications each day in the Netherlands, one of its main retail banking markets.
Mortgage process
Mortgage approvals often involve collecting income records, identity documents and property information before a lender can reach a decision. Cases that fall outside standard criteria may require manual review, extending waiting times for customers and brokers.
The pilot focused on those more complex applications. By taking on part of the assessment work, the tool is designed to give staff more time for cases that need closer review and for direct contact with brokers.
"With the agentic mortgage assistant, we are taking the next step in supporting mortgage applications to deliver faster decisions and clearer outcomes for customers and brokers. By analysing cases, providing insights and guiding decisions, it takes on part of the assessment work, enabling our colleagues to focus on complex applications and personal contact with brokers," said Tom Degen, Head of Mortgages at ING Netherlands.
The rollout is gradual. As the system expands, it is expected to take on more operational tasks within the mortgage process.
AI oversight
ING presented the development as part of its broader use of artificial intelligence across products, processes and customer interactions. The bank tests tools in limited settings before extending those that show measurable results.
The use of AI in lending decisions has drawn close attention across the financial sector because of questions over explainability, accountability and customer treatment. ING said the mortgage assistant operates within its governance standards and that decisions remain explainable.
"For customers, what matters is not the technology itself, but getting clear, reliable answers they can trust," said Bahadir Yilmaz, Chief Analytics Officer at ING.
He added: "This pilot shows how agentic AI can help process mortgage applications more efficiently, while keeping decisions explainable and firmly within ING's governance and customer-first standards."
The Netherlands has one of Europe's most developed mortgage markets, and large lenders have been investing in digital tools to streamline underwriting and customer service. ING's latest rollout shows how banks are starting to apply newer forms of AI to administrative and decision-support work while keeping formal accountability with human staff.
The system is intended to bring greater consistency to mortgage processing as it scales across more applications, while an ING employee continues to make the final decision on every case.