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.

Can GenAI judge like a human?

As LLMs take on roles like scoring chatbot responses and assessing risk, their reliability, transparency, and fairness become critical. This ‘no-code’ workshop explores the paradigm of LLM-as-a-Judge, offering practical strategies and hands-on tactics for deploying LLMs as scalable, consistent evaluators. Participants will examine how LLMs replicate human judgement and where they fall short - especially around ambiguity, bias, and drift. Through a real-world use case and interactive exercise, you’ll learn to design robust evaluation frameworks, engineer effective prompts, and build reproducible systems that combine GenAI and human oversight.