TPBank CEO: Mastering AI to maintain digital trust.

(Chinhphu.vn) - The explosive development of AI is opening up great opportunities for the banking industry but at the same time bringing many new risks. According to TPBank General Director Nguyen Hung, only by mastering the technology and controlling AI can banks maintain customer trust in the digital environment.

Báo Chính Phủ•13/05/2026

Mr. Nguyen Hung, General Director of TPBank, emphasized the strategy of mastering artificial intelligence to protect customers' digital trust.

The dual nature of technology and the challenge of mastering artificial intelligence.

At the Digital Trust in Finance 2026 Forum, Mr. Nguyen Hung - General Director of TPBank emphasized: The banking industry is entering an unprecedented transformation phase, where customer trust is no longer built on large headquarters or robust safe deposit boxes, but on the ability to protect data and assets in the digital environment.

According to Mr. Nguyen Hung, in the AI era, banking, a business sector based on trust and reputation for hundreds of years, needs to make greater efforts to assert its pioneering position in protecting customers' digital trust. Effectively utilizing artificial intelligence, maximizing its benefits while simultaneously mitigating its negative aspects, is an effective way to protect assets and ensure user peace of mind.

The CEO of TPBank stated: "The banking industry is at a historical turning point. Previously, customers placed their trust in large branch offices or physical security locks; now, that trust is placed in the ability to protect transactions in cyberspace."

The rapid development of cashless payments has made transaction experiences much faster. Transaction processing time is now measured in seconds. However, along with this speed comes the risk of increasingly sophisticated forms of fraud. According to Mr. Nguyen Hung, illicit funds can now pass through dozens of different accounts and be converted into digital currency in just 40-45 seconds.

Notably, cybercrime is no longer limited to simple forms of impersonation. Deepfakes and AI are being exploited to directly attack user identity systems. Furthermore, many advanced AI models are capable of automatically scanning for system vulnerabilities with a level of expertise surpassing even typical cybersecurity professionals.

In this context, Mr. Hung argued that financial institutions cannot simply maintain a passive defensive stance. With a processing volume of 5-7 million transactions per day, relying on human resources to review and analyze risks is no longer feasible. Therefore, AI must become the "main weapon" to help identify unusual transactions among millions of data points processed continuously every second.

However, alongside the significant benefits, AI also brings with it many new risks. The CEO of TPBank noted that this technology could generate misleading data or be exploited by criminals for malicious purposes.

"Current digital trust is a combination of secure technology and customer reassurance. Banks that make users feel 'safe at first touch' will have an advantage in the digital transformation race," Mr. Nguyen Hung commented.

Mastering artificial intelligence and maintaining a continuously operating system 24/7 is key to TPBank ensuring the smooth flow of financial resources and firmly protecting customer trust.

Three core pillars form a steel shield protecting digital trust.

According to TPBank's leadership, to build a "steel shield" to protect digital trust, the bank needs to focus on three pillars: transparency, security, and operational continuity.

The first pillar is transparency. Customers are now interested not only in interest rates or fees but also in tracking transaction status, data processing procedures, and how banks handle complaints. In the digital environment, a lack of transparency can easily lead to skepticism.

Traditional banking models rely heavily on call center operators or customer service representatives. However, this operational method requires a large workforce and sometimes causes customers to wait due to call center overload. To address this bottleneck, TPBank has deployed AI chatbots, AI agents, and financial assistants to replace a significant portion of the traditional call center workforce.

According to TPBank, the application of AI helps customers receive immediate support, even in the early morning or during holidays. Users can also proactively look up transaction history from many years ago without waiting for manual verification. This helps maintain a continuous connection between customers and the bank, while increasing their ability to control their personal assets.

Furthermore, AI's continuous 24/7 information processing support helps reduce operational pressure on banks. Instead of relying entirely on humans, the system can automatically respond to and process a multitude of requests simultaneously at a much faster speed than traditional models.

The second pillar is safety and security – an element that the CEO of TPBank considers the "backbone" of digital trust. According to Mr. Nguyen Hung, customers can only truly feel secure when they feel safe in every transaction.

TPBank has now implemented an AI system for real-time transaction verification. If it detects an account making transactions from a continuously changing IP address within 60 seconds, or any unusual login activity on the same network, the system will automatically activate a defense mechanism to block the suspicious transaction before any damage occurs.

Simultaneously, liveness detection technology is also being applied to verify the user's real face, thereby preventing Deepfake photo or video impersonation. This is considered one of the important solutions as high-tech scams become increasingly sophisticated.

According to experts, the integration of AI into security not only improves processing speed but also enhances the ability to detect anomalies that humans might overlook. With the rapid increase in online transactions, real-time monitoring is becoming a mandatory requirement for many banks.

The final pillar emphasized by TPBank is the availability and continuous operation of the system. According to Mr. Hung, customer trust can only be maintained when the system always operates stably, even under conditions of very high transaction pressure.

Currently, TPBank's digital transaction rate has reached approximately 99%. To maintain this scale, the bank applies AI in monitoring and forecasting system disruption risks. Instead of waiting for incidents to occur before addressing them, AI will provide early warnings of technical bottlenecks so that the operations team can proactively resolve them without affecting the customer experience.

In addition, more than 300 RPA robots combined with AI are participating in reconciling millions of transactions every second with high accuracy. According to TPBank's leadership, this system helps to minimize subjective errors from humans and ensures that the "financial lifeline" always operates smoothly.

TPBank's leadership believes that the development of the Open Banking model based on APIs is turning banks into central hubs connecting various types of transactions and information in society, not just financial activities. Therefore, ensuring system stability and uninterrupted operation is increasingly important in protecting digital reputation and the interests of the entire related ecosystem.

The CEO of TPBank stated that compliance with regulations on artificial intelligence and personal data protection is fundamental to creating a safe legal framework for the digital environment.

"Technology can attract customers to banks, but what keeps them loyal in the long term is the feeling of being protected and having their trust assured throughout the service process. Digital trust is not built by AI; it is built by how humans control AI to protect themselves," CEO Nguyen Hung emphasized.

Mr. Minh

Source: https://baochinhphu.vn/ceo-tpbank-lam-chu-ai-de-giu-vung-niem-tin-so-102260513193507428.htm