ING introduces Mobile Banking App with Voice Recognition


ING is the first bank in Europe to introduce voice recognition in their Mobile Banking Application. The functionality is conveniently named ‘Inge’. Through Inge it is possible to interact with your phone while banking. Inge was supposed to be introduced on iOS and Android by half September. Checking the App Store will show that ING has not quite reached this deadline. Coming soon…

Inge will be capable of performing functions such as logging in, reading out your account balance, filling in bank account numbers from speech and finally authorising the transaction. Inge can be compared to Apple’s Siri and Google Now, which puts ING among some of the great innovators. As these well-known ‘personal assistants’ Inge not only responds to the user’s questions, but also is smart in the sense that she perfectly understands what the user means or implies.

ING has 8.1 million private customers in the Netherlands. In total 1.9 million of these customers use the ING Mobile Banking App equalling almost 25% of the total clientele. The average user logs in six times per week. ING has really shown to capture user needs, as the number of users is still expanding. Moreover 75% of the users indicate that the control over their account has increased with the ING App. Therefore ING continues to improve the application, currently with the innovation of voice recognition in its Mobile App.

In 2013 the ING App was awarded the iCulture Award as the best Dutch iPhone application. Users rated the ING app significantly higher than application of other Dutch banks. Will the innovation of voice recognition add further to the app user-friendliness and possibly also add to ING’s competitive advantage in the Dutch banking industry? I do not want to judge before having tested the application, although the initial layout certainly looks promising.

Available soon… Unfortunately only in a Dutch language version. You ain’t much if you ain’t Dutch! 🙂

Sources:

https://www.ing.nl/nieuws/nieuws_en_persberichten/2014/09/ing_introduceert_stembediening_inge_in_mobiel_bankieren_app.aspx

https://www.ing.nl/nieuws/feiten_en_cijfers/

https://www.ing.nl/particulier/nieuws-en-kennis/acties/beste-nederlandse-app/

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3 responses to “ING introduces Mobile Banking App with Voice Recognition”

  1. 335352vh says :

    Also Rabobank, another hugh Dutch bank, launched a technical improvement this week! As a replacement of Random Reader they introduced a colour-scanner. Since the 18th of September 2014 they started with this replacement by 5,4 million clients. Therewith their online payment system becomes more user-friendly. By making use of this new tool you only need to scan a colour-code on their banking website and enter a code. Furthermore, behind the scenes, they are improving the design of their website and renovate their app. After a period of trail and error at some customers of local banks their plan is to launch it at the beginning of 2015. In my opinion it is an interesting appearance that different banks become inspiration for eachother!

    https://www.rabobank.com/nl/press/search/2014/raboscanner.html

  2. deedee2610 says :

    Interesting to see that ING is trying to imitate Apple’s Siri and Google Now, being a bank and not a major technology innovator/leader. Their innovations have been impressive though, especially for a bank.
    It seems nowadays that banks compete with their competition in terms of technological innovations rather than their primary service of managing customers’ money. Maybe this is because the market of managing customers’ money is saturated and entry barriers are relatively low if one uses technology to set up a bank. In this era of digitalizing it is clear that even the monetary world is fully integrated, supported and pushed forward by technology.

    On another note, I am curious to the practical issues of Inge. How comfortable do you feel to discuss your account details out loud with your phone? I do not know about you, but I have no problem quickly using the app on my phone wherever I am, regardless if there are friends/strangers nearby me. Sure, if they do their best I am sure they can peek at my screen, but I do not care enough to avoid those situations by only using it in private settings. However talking to my phone and making transactions out loud, so that everyone can hear me, is a whole other story. It seems the only ‘comfortable’ way of using Inge is at places where you are by yourself and it is not likely someone can just walk into you. All of a sudden it turns into a very weird and uncomfortable situation..

  3. 439328knmelanie says :

    Erste Bank launched a comparable app and desktop service called George as a forerunner in Austria. By doing so it wants to defend its competitive positioning against Apple, Facebook and Google payments. What Erste Bank also aims at, is to increase customer engagement by offering a “fun” way of banking. In the app you can see various graphs showing the developments of your revenues and payments. It also offers the possibility to do all bank related activities via your smartphone. The company first struggled in defining whether it should offer the service for free or not. It decided to offer it for free and only request money for premium features (Der Standard, 2015; Erste Bank, 2015).
    And why “George”? The creators thought about names, such as “Netbanking 4.0”, but didn’t find it very appealing. During their conversation someone said “Why don’t we simply call it George?!” After conducting research on the name, they found out that the first autopilot was (1913) was also called George. They liked the analogy (Der Standard, 2015).

    References
    Der Standard. (2015, January 16). Erste Bank bringt “George” gegen Apple und Co in Stellung. Retrieved October 10, 2015, from Der Standard: http://derstandard.at/2000010501994/Erste-Bank-bringt-George-gegen-Apple-und-Co-in-Stellung
    Erste Bank. (2015). My George. Retrieved October 10, 2015, from Erste Bank: https://mygeorge.at/

    Author: 439328kn – Melanie

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