Developing a Next-Generation AI Chatbot: A Collaborative Effort by ING and McKinsey
The collaboration between ING and McKinsey to develop a generative AI chatbot marks a significant milestone in the world of customer service innovation. This cutting-edge technology not only offers immediate tailored help to customers but also ensures that potential risks are mitigated through the implementation of clear guardrails.
The journey to creating this advanced chatbot began with a thorough analysis of the existing system to pinpoint specific challenges. The team then devised a multi-step pipeline that leveraged knowledge retrieval and helpfulness ranking to generate the best possible answers for customers. In cases where multiple answers were deemed helpful, the system would present various options to the customer through a process called disambiguation.
One of the key aspects of this project was the integration of guardrails to ensure that all responses provided to customers were safe and compliant. By involving ING risk stakeholders from the outset, the team was able to develop and implement ING-specific guardrails using tools from QuantumBlack Labs, a hub for AI and machine learning innovation.
The real test of the gen AI chatbot came when it was released to a select group of customers in the Netherlands for testing. The feedback was overwhelmingly positive, with customers praising the detailed and tailored responses that helped them resolve their queries quickly. Since its launch in September 2023, thousands of customers have interacted with the chatbot, making it a groundbreaking real-life customer-facing pilot in Europe.
According to ING chief operating officer Marnix van Stiphout, the success of this project can be attributed to the focus on meeting real customer needs, ensuring security, and prioritizing ease of use. The result is a bespoke customer support tool that delivers an unparalleled experience to users.
In conclusion, the collaboration between ING and McKinsey has set a new standard for customer service excellence through the development of a state-of-the-art generative AI chatbot. This innovative technology not only enhances the customer experience but also showcases the power of strategic partnerships in driving meaningful change in the digital age.
