Case Study: ING improves search, customer service, and GenAI productivity with Elastic

ING serves 100% of Belgian municipalities faster with Elastic

ING, a leading Belgian bank, faced the challenge of modernizing its services and enhancing customer experience by providing faster, more relevant search capabilities across its platforms, including a new mobile investment application. To address this, they turned to Elastic and implemented Elasticsearch as their search solution.

The solution involved deploying Elasticsearch for seamless search within the investment platform and later expanding its use as a central vector database for internal and customer data. This allowed for high-performance, contextual search results, moving beyond simple keyword matching. As a result, Elastic provided stable, reliable performance for core services, significantly speeding up information retrieval for both customers and employees. Furthermore, Elastic formed the foundation for the bank's generative AI initiatives, using its vector search for retrieval augmented generation (RAG) to improve productivity. The bank plans to migrate to Elastic Cloud on Microsoft Azure to further improve scale and availability.

ING