Chatbot member - Business clients

About the Contact centre

The Contact Centre is the customer contact department of ING. We handle all customer contacts that come in via phone and chat. On an annual basis, we have approximately 4.5 million customer interactions for Private and Business customers combined. These include questions about accounts and everything related to it.

Currently, around 30% of our customer interactions come through the chat channel. Our goal for the coming year is to significantly increase this percentaget. Customers who chat with us are initially assisted by the chatbot. The aim is to have the chatbot handling the majority of the chat conversations.

Our chatbot allows customers to chat with us when they are logged in via internet banking. Since 2023, our chatbot has been active, and over the past years, significant investments have been made in creating dialogues and content. The number of dialogues has grown. When the chatbot cannot provide an answer to a question or if the customer indicates that the received response was incorrect or incomplete, the customer is redirected to one of our chat agents.

Our chatbot team

The chatbot development team, established in early 2020, focuses entirely on creating new dialogues and managing existing ones. This includes optimizing the customer journey within our chatbot. We handle all customer queries related to the Retail Contact Centre (Payments, Mortgages, and Investments). The responsibility for the technical development of our chatbot lies with another team, with whom we closely collaborate. The team’s primary goals are to increase resolution (the percentage of customers fully assisted by the chatbot) and improve customer satisfaction.

What you will do

Your role will involve setting up new dialogues and enhancing your existing dialogue portfolio. Based on data and facts, you’ll prioritize actions to have the most impact (in terms of resolution and customer satisfaction).

• Within your team, you’ll lead initiatives and also participate in cross-team projects.
• You manage your own set (of a few hundred) dialogues. You are responsible for the performance of these dialogues. For this purpose, you need insight into the development of intents in your portfolio.

• To achieve this, you’ll systematically review all available data and flows that customers go through. Based on the available data, you identify where customers drop out in the dialogue and what the cause is, so that you can improve your dialogues accordingly.

• To enhance customer satisfaction and resolution, in addition to data reports on your dialogues, you review customer feedback weekly and analyze dialogues between customers and the chatbot. From these analyses and customer feedback, you derive new improvement actions. You also maintain structured communication with human chat colleagues to gather feedback.
• You also excel at prioritizing which dialogues to analyze. You consider which dialogues are most frequently used, which ones deviate significantly from previous weeks (in terms of volume or resolution), or which dialogues have very low scores and offer ample room for improvement.
• You can substantiate and provide insight into the impact of proposed improvements and optimizations on the resolution of your dialogues.
• Since data alone may not provide all the answers needed for insights, you actively design, set up, execute, and evaluate (A/B) tests with dialogues to establish best practices. This process helps you develop a strong understanding of what the customer wants and values. You identify what works and what doesn’t, recognizing which optimizations contribute to the chatbot’s success. The ultimate goal is to achieve higher customer satisfaction and resolution.
• You collaborate with colleagues across the chatbot chain (including human chat colleagues, other staff departments within the RCC, and the technical development team of the chatbot) to ensure you have what you need to perform your work effectively.

What does this require from you?

• You have excellent control of the Dutch language, both spoken and written. You have a proven track record in writing good content that aligns with ING’s writing style and the customer experience.
• You have indept knowledgde of customer journeys for business clients and can decide with checking the information, if the answer is correct.
• You possess analytical skills and work in a data-driven manner (based on data and customer feedback).
• You have a deep understanding of customer needs, enabling you to guide our chatbot in understanding and empathizing with customers.
• You are proactive. Instead of waiting, you take initiatives necessary to improve your dialogues and enhance the chatbot.
• You can think creatively and generate out-of-the-box ideas. Consider what steps are needed to make your dialogues (and the chatbot) even better
• HBO-level education or equivalent.
• Experienced in working with knowledge management systems (preferred).
• Experience within a customer contact organization.
• Experience with Green/Black Belt projects (preferred).
• Excellent communications skills in Dutch & English

Rewards & benefits 

We want to make sure that it’s possible for you to strike the right balance between your career and your private life. You can find out more about our employment conditions here:

The benefits of working with us at ING include: 

• A salary tailored to your qualities and experience
• 36 or 40 hour workweek
• Individual leave: 24+2 individual holiday days based on 36 hr workweek
• Diversity leave: 3 days per year (1,5 paid, 1,5 unpaid)
• CSR days: up to 2 days per year to actively engage in society by volunteering
• 13th month salary
• 8% Holiday payment
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary
• Mobility card
• Attractive pension scheme
• Hybrid working to blend home working for focus and office working for collaboration and co-creation

Want to apply directly?

Upload your CV and motivation letter by clicking the “Apply” button. 

Please note, multiple interview steps involving various business stakeholders will be part of the selection process.

About us

With 60,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what’s possible and at the same time ensure you work with integrity and hold the customer’s interests at heart? Do you want to be surrounded by progressive, inspiring, diverse and supportive colleagues? Then there is no better place to invest your talents than at ING. Join us and apply today!