VietinBank receives international award for customer experience.

(Dan Tri Newspaper) - VietinBank has just been selected and awarded the "Best Digital Transformation for Contact Center - Vietnam 2025" award by Global Banking & Finance Review magazine (UK).

Innovation achievements

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 a customer-centric approach and technology as its foundation, VietinBank is gradually building a comprehensive digital ecosystem, contributing to creating new standards for customer service in Vietnam. Its continuous efforts in innovation have earned VietinBank the "Best Digital Transformation Customer Service Center in Vietnam 2025" award.

This award not only affirms VietinBank's technological deployment capabilities but also represents a strong commitment to creating new standards for modern customer service, reflecting VietinBank's determination to apply advanced technology, improve operational processes, and thereby enhance the customer service experience at the Contact Center.

Previously, VietinBank was awarded the "Excellence in Innovation - Contact Center Vietnam" award by Global Banking & Finance Review magazine for two consecutive years (2023 and 2024).

These two awards recognize VietinBank's innovative efforts and pioneering application of digital technology in its operations.

VietinBank's relentless efforts in innovation have earned it numerous awards (Photo: VietinBank).

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.

The solutions that have been and are being implemented, with a plan to complete them by the end of the year, aim for intelligent automation, personalized experiences, 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 identify and authenticate customers using voice biometric technology, helping to improve security and enhance 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 automated system 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 handling have significantly improved service quality.

A representative from VietinBank stated that the digital transformation strategy is not simply about applying technology, but about a shift in mindset to serve customers with a customer-centric approach. VietinBank will continue to innovate, create, and perfect its digital ecosystem to maintain its pioneering role in digitizing customer experience in Vietnam.

Source: https://dantri.com.vn/kinh-doanh/vietinbank-nhan-giai-thuong-quoc-te-ve-trai-nghiem-khach-hang-20251212105403217.htm