VietinBank continues to affirm its pioneering position in digital transformation and customer care by being selected and awarded the "Best Digital Transformation for Contact Center - Vietnam 2025" award by Global Banking and Finance Review magazine (UK).
Achievements in innovation
In the rapidly developing digital era, innovation has become an inevitable trend and a driving force for the sustainable development of the banking industry. Embracing this trend, VietinBank continuously pioneers the application of modern technologies to enhance operational efficiency and optimize customer experience. With the guiding principle of "customer-centricity, technology as the foundation," VietinBank is gradually building a comprehensive digital ecosystem, contributing to creating new standards for customer service in Vietnam. These continuous efforts in innovation have earned VietinBank the prestigious award for "Best Digital Transformation Customer Service Center in Vietnam 2025."
This award not only affirms VietinBank's technological deployment capabilities but also represents a strong commitment to creating new standards for modern customer service. It clearly reflects VietinBank's determination to apply the most advanced technologies, improve operational processes, and thereby deliver excellent service experiences to customers at the Contact Center.
Previously, for two consecutive years (2023 and 2024), VietinBank was awarded the "Excellence in Innovation - Contact Center Vietnam" award by the prestigious global magazine Global Banking & Final. These two prestigious awards are well-deserved recognition of VietinBank's innovative efforts and pioneering application of digital technology in its operations, aiming to enhance customer experience and service quality.
VietinBank's relentless efforts in innovation have earned it numerous prestigious awards.
Comprehensive AI Strategy
In 2025, VietinBank Contact Center continues to aim for leadership in customer care through the synchronized deployment of next-generation AI solutions. These solutions, already underway and planned for completion by the end of the year, focus on intelligent automation, personalized customer experience, and optimized operations, including:
AI VoiceBot: An intelligent assistant that automatically serves customers using natural-sounding voices based on pre-programmed scripts, reducing the workload for human operators and increasing the service capacity of VietinBank Contact Center.
AI VoiceBiometrics: Automatically identifies and authenticates customers using voice biometric technology, enhancing security and improving customer experience.
AI Chatbot: With the ability to understand natural language and context, automatically generate content, and possess augmented learning capabilities to better meet customer needs.
AI Agent Assist: Provides suggested answers, quickly supports call center agents, and also captures customer emotional states for analysis and alerts to the relevant department to improve interaction quality.
AI Virtual QC: An automated quality control solution that utilizes Natural Language Processing (NLP) and Speech-to-Text technology to analyze, evaluate, and summarize customer interactions on a large scale. The system automatically alerts users to priority interactions with a high accuracy rate, enabling supervisors to quickly grasp information and provide timely customer support. Real-time monitoring and daily error correction have significantly improved service quality.
The digital transformation strategy is not simply about applying technology, but about a shift in mindset to serve customers at the center. VietinBank will continue to innovate, create, and perfect its digital ecosystem to maintain its pioneering role in the digitalization of customer experience in Vietnam.
Source: https://congthuong.vn/vietinbank-dat-giai-thuong-dich-vu-khach-hang-chuyen-doi-so-tot-nhat-viet-nam-2025-434301.html
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