AI Restructuring the Banking Industry - Part 2: Optimizing Operations and Management

No longer limited to customer communication, artificial intelligence (AI) is being deeply integrated into the operational, organizational and internal control systems of Vietnamese banks. In the digital race, AI has become the core infrastructure that helps financial institutions transform comprehensively.

Operational automation, organizational restructuring

Not simply a support tool, AI is being applied by many Vietnamese banks as a "new operating foundation", comprehensively re-engineering the organizational model, from credit approval processes, data processing to internal planning and management.

AI is used by banks as "a new operating foundation". Illustration photo

Techcombank is one of the pioneering banks integrating AI into its operational strategy. According to Mr. Phan Thanh Son, Deputy General Director of Techcombank, the bank is operating on a big data and machine learning platform to improve organizational performance: “AI not only supports service personalization but also participates in resource allocation and control of touch points in the operational chain.”

BIDV also applies AI to automate the credit assessment process. The assessment system is based on historical financial data, spending behavior and customer segmentation, thereby helping to shorten the application processing time from many days to just a few hours.

Similarly, TPBank integrates AI into the OCR system to automatically read and process data in loan applications, saving more than 60% of data entry time and increasing accuracy. At the same time, AI is applied to risk profile analysis tools, serving large-scale credit decision making without increasing staff.

Meanwhile, ACB deployed nearly 400 RPA processes, automatically processing more than 60 million tasks/year, bringing significant operational efficiency and significantly reducing operating errors.

For VietinBank, AI plays a pivotal role in digital transformation. The bank is the first in the group of state-owned commercial banks to establish a Data and Artificial Intelligence Division, with 36 digital transformation projects and 13 AI projects under implementation.

Techcombank is one of the pioneering banks integrating AI into its operating strategy.

Chairman of the Board of Directors Tran Minh Binh said: “We proactively stopped recruiting for positions that could be replaced by AI 2-3 years ago and shifted to recruiting high-quality personnel for new fields such as data science, AI model building...”.

According to Mr. Binh, the application of AI has helped VietinBank shorten the time to build a system-wide plan from several months to just 2-3 weeks. In particular, all bank staff must be trained and certified in AI to adapt to new skill requirements in modern organizations.

Real-time fraud detection and risk prevention

Besides operations, AI is being used by banks to control risks and prevent fraud more proactively and effectively.

At VietinBank, the Genie tool - an internal AI assistant - has been trained from more than 2,000 business documents. In the first 2 months of implementation, it has processed more than 350,000 requests from employees, helping to save up to 95% of search time and reduce errors in operations.

VietinBank's eFAST platform also applies AI to support corporate customers in electronic signature and online disbursement with more than 87,000 transactions, with a total value exceeding VND 270,000 billion, showing that the role of AI is not only in risk identification but also in helping to control the entire transaction process safely and transparently.

Genie tool handles more than 350,000 requests from employees. Illustration photo

For VPBank, this bank uses an AI system to monitor millions of transactions every day, early detection of unusual behaviors such as duplicate transfers, sudden spending, use of strange devices, etc. to help limit fraud right from the input stage. At the same time, TPBank uses AI to automatically score credit in real time, reduce errors in document appraisal and improve fairness between customer segments.

According to statistics from the State Bank, by early 2025, more than 85% of domestic commercial banks had an AI application strategy and more than 59% of employees were using AI regularly at work. Large banks have deployed a series of technologies such as: Machine learning to detect fraud, analyze risk profiles; RPA: automate business processes; Internal AI: planning, analyzing operational data; Forecasting analysis: investment orientation, cost control.

However, implementing AI also poses great challenges. Mr. Luong Ngoc Binh, AI consultant at FPT IS, commented: “Data quality, internal capacity and a systematic implementation strategy are three decisive factors. If banks only see AI as a tool, it will be difficult to achieve sustainable efficiency.”

Chairman of the Board of Directors of Vietinbank Tran Minh Binh also frankly said: “The biggest challenge is not in technology but in people. VietinBank has a plan to retrain staff affected by restructuring, and at the same time design a human resources roadmap suitable for the future of automation.”

According to banks, artificial intelligence is not only a catalyst for digital transformation but is also becoming the “new operating system” of the banking industry. With the ability to automate, analyze, forecast and control intelligently, AI is helping Vietnamese banks improve efficiency, reduce risks and expand their operations in a sustainable and flexible manner.

According to VNA

Source: https://doanhnghiepvn.vn/chuyen-doi-so/ai-tai-cau-truc-nganh-ngan-hang-bai-2-toi-uu-van-hanh-va-quan-tri/20250620080110893