Banks boost internal productivity with in-house AI assistant

With a large scale of operations, a wide network of branches across Vietnam and thousands of professional staff, VietinBank soon realized that applying AI was no longer an option but an inevitable requirement to maintain a competitive advantage. Employees often spend a lot of time searching for processes, policies or information related to business operations to solve daily work.

At the same time, leaders need to have an overall picture with accurate data, provided promptly to make quick decisions in the context of constantly fluctuating markets.

VietinBank understands that, in order to maintain and improve customer service quality as well as optimize operational efficiency, a powerful, intelligent technology solution is needed - an AI assistant that can support instant business queries, automate processes and provide flexibility in internal data management.

To address operational challenges, VietinBank decided to leverage the power of AI through a partnership with Microsoft and partners Noventiq and NashTech to build Genie – an internal AI assistant developed on the Microsoft Azure AI Foundry platform.

After 2 months of implementation, Genie has answered more than 350,000 questions, saving up to 95% of waiting time and hundreds of thousands of working hours per month for Vietinbank.

Noventiq has supported VietinBank in establishing a modern technology infrastructure platform on the Azure cloud, ensuring flexible integration, stable operation and strict compliance with security standards. Meanwhile, NashTech has supported VietinBank in exploiting Azure OpenAI to deploy and integrate artificial intelligence features for Genie, helping to bring a natural, smart and effective interactive experience to users.

Mr. Tran Cong Quynh Lan, Deputy General Director of VietinBank said: “At VietinBank, we no longer need to send emails or make phone calls whenever we have a business problem. Instead, we ask Genie – trained on more than 2,000 internal processes and policies to help answer questions in less than 1 minute. After only 2 months of implementation, Genie has answered more than 350,000 questions, saving up to 95% of waiting time and hundreds of thousands of working hours each month.”

Not only for operational staff, Genie is also a powerful tool for the management team. This assistant can provide answers on more than 500 financial indicators, business performance reports of each transaction office or growth charts and overview assessments in just a few seconds. All are processed through the powerful Azure OpenAI model, with high security and the ability to customize according to the needs of the business.

As AI is no longer an option but a core foundation for sustainable development, pioneering organizations like VietinBank are gradually reshaping the future of the banking industry. With the support of Microsoft, VietinBank not only improves operational efficiency but also opens a new standard for the banking and finance industry - where each employee has a "digital assistant" and each customer is served in a personalized way.

Mr. Dhanawat Suthumpun, Managing Director of Microsoft Thailand and Emerging Markets, including Vietnam, commented: “Applying AI to operations not only helps save costs and optimize performance, but also opens up a completely new experience for users, especially in the banking and finance sector where quick, accurate, and secure responses are required. VietinBank continues to affirm its strategic vision as one of the pioneering banks integrating AI technology into all processes, gradually building a new generation of pioneering digital banking model - smarter, more flexible, towards a more sustainable future."

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Source: https://doanhnghiepvn.vn/kinh-te/ngan-hang-nang-cao-nang-suat-noi-bo-nho-tro-ly-ai-noi-bo/20250922035604283