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| People use cashless payment utilities of digital banks. |
The application of AI in the banking industry has gradually become a new trend in 2025 because according to industry statistics, about 45% of service sales in the financial - banking sector are performed entirely on digital platforms. This is the result of extensive digitalization, in which AI plays a central role in helping to analyze data, automate processes and personalize services. Accordingly, based on the results of AI data analysis to identify potential customers from their transaction history, personal needs, and consumer behavior; at the same time, it will make the most suitable product and service recommendations, providing personalized customer access and care. Equipping AI can also help the bank's internal control system evaluate records, or detect unusual transactions, thereby preventing fraudulent behaviors that are increasingly common today. AI is also applied to evaluate credit profiles, credit scoring models use AI self-learning algorithms combined with diverse big data analysis to be able to recommend suitable services or effective loans, quickly giving more comprehensive and accurate scoring results. In addition, AI can be applied in system automation and bring many benefits, such as improving accuracy, reliability in operating processes, increasing productivity and saving time and costs.
Currently, a series of commercial banks have been deploying AI solutions to improve customer service efficiency. In particular, "virtual assistants" using natural language processing technology are becoming a popular trend, helping users communicate, ask questions and make transactions right on the banking application without having to go to a traditional transaction point. Asia Commercial Joint Stock Bank ( ACB ) Nam Dinh Branch is one of the earliest credit institutions to apply the new generation AI BOT to apply AI artificial intelligence technology. With 3 outstanding features: intelligent interaction, self-learning and continuous development, understanding and emotional recognition, AI BOT helps support ACB customers quickly, accurately and naturally. This is a new application of ACB following the success of applying AI to customer identification tasks (Video Call Face Identity), ACB's new generation AI BOT virtual assistant is integrated into the customer care system, aiming to bring a more outstanding experience in the digital space. Unlike conventional chatbots that follow predetermined rules/scenarios, making communication mechanical and inaccurate, ACB's AI BOT has the ability to perceive user intentions, thereby giving intelligent responses and expressing them flexibly in language. When receiving questions from customers, AI BOT can self-perceive and analyze keywords to provide answers. The response speed of AI BOT when receiving requests for information communication from customers is almost immediate, operating 24/7 and continuously learning and improving through customer support to gradually become smarter and more human-like.
Similarly, Tien Phong Commercial Joint Stock Bank (TPBank) Nam Dinh Branch is also actively applying AI in digital banking operations. TPBank's eBank application integrates chatbot T'Aio, which is capable of instantly responding to customer requests such as: checking balances, transferring money, looking up transaction information. In addition, Vietnam Technological and Commercial Joint Stock Bank ( Techcombank ) Nam Dinh Branch has also deployed an internal credit scoring system using AI, shortening loan approval time from several days to just a few minutes. The system analyzes big data on financial behavior, debt repayment ability and transaction history to make more accurate lending decisions, while limiting the risk of bad debt. Vietnam Joint Stock Commercial Bank for Foreign Trade (Vietcombank) Nam Dinh Branch is also promoting the application of AI in the field of security and fraud prevention. Thanks to AI, the bank can detect unusual transactions in real time and automatically lock suspicious accounts to prevent losses for customers. In addition, personalized financial product recommendation systems based on spending habits are also deployed to increase product cross-selling rates.
The application of AI not only helps customers to be served faster and more conveniently, but also brings great operational benefits to banks. The benefit is that banks do not need to maintain a large staff to handle repetitive tasks, AI helps automate processes such as: processing records, comparing data, approving transactions, thereby saving costs, reducing waiting time and limiting errors. More importantly, AI brings a "personalized" experience, meeting the increasingly high demands of modern customers. Instead of providing general banking service packages, banks can analyze spending behavior, financial preferences, age, income, etc. to accurately suggest the most suitable service for each person. This not only helps increase customer satisfaction, but also improves business efficiency.
It can be seen that digital banking and AI are closely accompanying each other in the digital transformation process of the banking industry. Investing in technology and focusing on customer experience will be the decisive factor for the success of commercial banks in the new era. AI will not only simply support but will become an intelligent "financial assistant", accompanying customers in all daily financial decisions, contributing to improving the quality of customer service, gradually moving towards forming a complete digital ecosystem of the banking industry.
Article and photos: Duc Toan
Source: https://baonamdinh.vn/kinh-te/202506/ung-dung-tri-tue-nhan-taonang-cao-chat-luong-hoat-dong-cua-nganh-ngan-hang-d4a50e9/
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