Banking giant applies AI to optimize services

With the professional support of PwC-Gimasys- CMC TS, the implementation process will help improve the bank's operational efficiency as well as business and marketing performance. These solutions will provide Vietcombank with a comprehensive, consistent picture of customers, enabling all customer relationship specialists in the system to provide better quality services.

As the leader in AI-powered customer relationship management, Salesforce delivers automated, trusted AI on the Agentforce platform, along with leading applications for sales, service, marketing, commerce, and IT operations—all integrated on a single platform.

Mr. Sujith Abraham, Senior Vice President and General Manager of ASEAN region of Salesforce at the project launch ceremony on May 19.

This initiative marks an important milestone in Vietcombank ’s digital transformation journey to maintain its position as a leading financial institution in Vietnam. By partnering with Salesforce to modernize its digital infrastructure, Vietcombank is gradually reducing the use of fragmented data and manual processes, aiming to optimize workflows, helping to enhance seamless customer interaction experiences.

In addition, Salesforce solutions help marketing teams launch targeted digital campaigns, attract high-quality leads, and accelerate customer conversions through intelligent segmentation and omnichannel outreach. With streamlined processes, Salesforce ensures effective lead tracking, while AI-powered insights such as predictive customer behavior models and relevant product recommendations help customer relations professionals capture cross-sell and up-sell opportunities and respond quickly to customer needs.

Mobile applications also give customer relationship specialists direct access to information and flexible tools to interact with customers and close deals during the exchange, thereby improving work productivity and strengthening customer relationships.

Hoang Phuong

Source: https://doanhnghiepvn.vn/kinh-te/tai-chinh-ngan-hang/-ong-lon-ngan-hang-ung-dung-ai-toi-uu-dich-vu/20250521060125010