Unlocking artificial intelligence in banking operations.

xoa-tai-khoan-ngan-hang-rac-2(1).jpg — Many banks in Vietnam have implemented artificial intelligence applications at various levels.

The application of Artificial Intelligence (AI) in banking operations promises to create breakthroughs in risk management, enhance customer experience, and optimize operational efficiency. However, along with these opportunities come a series of challenges related to security, legal aspects, and human resources, requiring the Vietnamese banking system to have a long-term vision and comprehensive solutions.

A valuable assistant

Many banks in Vietnam have now implemented AI applications at various levels, including customer service, transaction behavior analysis, fraud detection, credit scoring, and the development of digital products and services.

Several prominent AI tools worldwide, such as OpenAI, have also been put into pilot operation. Notably, at Agribank , AI has become a useful tool to improve the effectiveness of policy communication, bringing products and services closer to the people, especially in remote areas. “Not only does it bridge the technology gap, AI also helps strengthen trust, popularize digital skills, and expand access to finance for all customer segments, contributing to promoting inclusive finance and digital transformation in the banking industry,” said Nguyen Khac Trung, Head of Digital Banking at Agribank.

According to Mr. Trung, integrating AI into communication activities is seen as a solution to improve service quality, while ensuring that policy messages, products, and services are conveyed quickly, accurately, and more effectively to the public. The AI system allows for 24/7 customer consultation, support, and assistance, accessible from anywhere, with flexible customization and adaptability to regional languages and cultures. Simultaneously, through "social listening" tools, banks can monitor and detect unusual signals early, quickly analyzing the causes, assessing the impact, and proposing timely solutions. The AI's ability to conduct in-depth analysis and provide suggested responses helps banks be more proactive and minimize risks in information management.

Furthermore, Deloitte's report also shows that leading global investment banks can improve business performance by 27-35% thanks to AI applications, with revenue per employee expected to increase by up to $3.5 million by 2026. In Vietnam, many banks have pioneered the deployment of AI applications such as chatbots, eKYC, data analysis to predict customer behavior, and fraud detection, contributing to improved service quality and efficiency. Dr. Nguyen Quoc Hung, Vice President and General Secretary of the Vietnam Banking Association, assessed that AI is no longer just a tool but has become a core driving force reshaping all industries. For the banking industry, the explosion of AI is opening up breakthrough opportunities in many areas of operation, including policy communication and service and product development. The application of AI not only helps increase work efficiency, reduce costs, and save time but also contributes to strengthening the security of the financial system.

In just a few minutes, Vietcombank Hai Duong staff completed the biometric data check for the customer. — Vietcombank Hai Duong staff assist customers with biometric data collection. Photo: HA KIEN

Long-term vision

However, AI is not a "magic wand" that can solve all problems. Despite the great opportunities, the application of AI in banking still faces many obstacles, the biggest of which is currently the security and safety of personal data. According to Hoang Minh Tien, Head of the Policy Management and Digital Transformation Department, Information Technology Department (State Bank of Vietnam), in the context of banks accelerating the application of AI, the crucial requirement is to protect personal data.

Globally, many countries have enacted strict regulations. In the US, the President signed an executive order regulating issues related to AI, while the European Union passed the Artificial Intelligence Act in 2024. Vietnam is also following this trend, with the Government issuing a National Strategy on AI and the National Assembly passing several laws directly related to AI policy. Notably, the Law on Personal Data Protection in 2025 adds important regulations on data protection when processed in an artificial intelligence environment. Alongside this, the Law on Digital Technology Industry in 2025 dedicates an entire chapter to clearly defining the principles of AI application. “This is considered a fundamental legal framework, guiding organizations and businesses in the process of putting AI into practical operation. However, to avoid potential risks, the use of AI needs specific guidance and strict control,” Mr. Tien emphasized.

Dr. Nguyen Quoc Hung also suggested prioritizing investment in modern, scalable, and highly secure information technology systems as a solid foundation for deploying complex AI applications, ensuring data is always protected. Simultaneously, he emphasized the need to develop specific mechanisms and policies to attract and retain experts in AI, data science, and cybersecurity; and to continue implementing training programs to enhance digital awareness and skills for all staff.

Sharing the same viewpoint, Associate Professor, Dr. Pham Manh Hung, Deputy Director of the Institute of Banking Science Research (Banking Academy), also emphasized the importance of retraining and developing human resources. Accordingly, training and retraining are identified as key issues. Vietnamese banks need to learn from international experience and design their own roadmaps tailored to domestic realities to build a workforce with comprehensive digital capabilities.

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