Data and Artificial Intelligence: The key to helping VietinBank accelerate digital transformation

Data and Artificial Intelligence (AI) are no longer distant concepts but have become "strategic weapons" to help banks optimize operations and enhance customer experience. Anticipating that trend, Vietnam Joint Stock Commercial Bank for Industry and Trade ( VietinBank ) established the Data and Artificial Intelligence Division in early 2025. This is VietinBank's affirmation in exploiting the power of data and technology to accelerate the digital transformation journey.

Data & AI: Key to Creating the Digital Future

The banking industry is entering a new era where data and AI play a key role in all operations. While in the past, business and management decisions were mainly based on traditional models and expert methods, today, data and technology have changed the game. The application of AI and data analysis helps banks understand customers, personalize financial experiences, optimize operations and improve management efficiency.

Not standing outside that wave, VietinBank has proactively increased investment in data and AI to create a solid foundation for the digital transformation journey. The establishment of the Data and Artificial Intelligence Division marks an important milestone, affirming the determination to exploit the power of data to promote business activities and create new products and services (SPDV), bringing modern and seamless financial experiences to customers. The Data and Artificial Intelligence Division operates with three pillars: Data Management, Data Platform Development and Data Analysis & AI Applications.

In addition to upgrading and ensuring infrastructure and data quality, the Division is focusing on implementing a series of advanced analytics and AI initiatives to deeply apply them to core business operations. The initiatives are developed to solve practical problems of each unit, from analysis, forecasting, appraisal, process optimization and business automation. AI is integrated into business operations and internal management, not only supporting quick decision making but also helping to speed up data processing, improve accuracy and open up new approaches to customer service as well as resource management.

Data and AI Applications: When Technology Works Together with Humans

VietinBank invests heavily in the application of advanced technology, including Machine Learning, Big Data, AI, Customer Relationship Management (CRM) and Marketing Technology (MarTech) solutions to optimize operations, improve labor productivity, enhance customer experience and increase business efficiency. By using Machine Learning algorithms and data analysis, the bank can identify potential customers and recommend suitable products according to customer needs, identify hidden wealthy customers, open up opportunities to approach and serve high-value customer groups and build effective marketing campaigns thanks to the customer clustering system.

Not only stopping at personalizing customer experience, VietinBank also applies Machine Learning in risk management and security: from detecting fraudulent transactions to help improve system safety to early warning of credit risks allowing banks to optimize risk management activities.

In addition, AI is also integrated into internal support tools: VietinBank Genie - a virtual assistant for employees and Genie Meeting - a tool to support publishing and summarizing meeting minutes. Developed based on Generative AI technology and using Azure OpenAI service, Genie is not simply a chatbot, but a powerful assistant to support employees in their work. Thanks to the ability to analyze and reason on internal data, Genie can quickly respond to business situations, accurately quote documents and policies, helping employees work more effectively.

VietinBank Genie answers thousands of questions every day and reduces document search time by 95% and meeting minutes writing time by 70%. VietinBank is continuing to optimize Genie to serve more important functions such as business forecasting, supporting internal control and improving customer service quality.

VietinBank eFAST digital banking platform becomes a “Digital Assistant” providing smart financial solutions for corporate customers (CBs) thanks to the application of Big Data and AI. The AI system integrated on VietinBank eFAST can forecast financial trends and provide suggestions to optimize cash flow for businesses. Not only helping CBs make quick and accurate decisions, VietinBank eFAST also enhances security thanks to Machine Learning technology, helping to detect unusual transactions and timely warn of risks.

Building a data culture and developing people

Along with investing in technology, VietinBank focuses on developing digital capabilities and building a data culture. To date, VietinBank has organized 66 training courses with more than 2.6 million online learning sessions on digital transformation. Notably, 100% of leaders and 99.3% of staff have completed AI training certificates. In addition, VietinBank has recruited 50% more technology personnel focusing on key positions, while attracting AI, Machine Learning and data experts to ensure resources for long-term strategy implementation.

With an innovative mindset, a solid data foundation and a priority to promote digital transformation initiatives applying advanced technology, VietinBank is gradually realizing its aspiration to become a leading digital bank. In the coming time, VietinBank will continue to prioritize investment in data and technology platforms, improve staff capacity and expand cooperation with leading partners, creating momentum for breakthroughs and affirming its pioneering position in the banking industry.

Source: https://baodautu.vn/du-lieu-va-tri-tue-nhan-tao-chia-khoa-giup-vietinbank-tang-toc-chuyen-doi-so-d362179.html