Abstract

In 2024 and 2025, ING established a standardized approach for developing and scaling chatbots across multiple countries, including the Netherlands, Belgium, Spain, Italy, Germany, Romania, and Australia. This masterclass will showcase the core building blocks behind this framework and share insights into how the scaling process was successfully implemented.

A key focus will be ING’s internal testing and validation strategy for GenAI chatbots. The session will explore how compliance was ensured prior to the initial rollout, how the approach evolved post-launch, and how testing was scaled across markets. Attendees will gain an understanding of the development of automated scripts, internal validation processes, and the collaboration with Model Validation teams to define risk indicators and build reproducible testing frameworks.