VietinBank received the award "Best Digital Transformation Customer Service Center in Vietnam 2025"

VietinBank continues to affirm its pioneering position in digital transformation when it was voted and awarded the "Best Digital Transformation for Contact Center - Vietnam 2025" by Global Banking and Finance Review Magazine (UK).

Innovation achievements

In the era of strong digital development , innovation has become an inevitable trend and a driving force for sustainable development. Grasping that trend, VietinBank has continuously pioneered the application of modern technologies to improve operational efficiency and optimize customer experience. With the orientation of "taking customers as the center, technology as the foundation", VietinBank is gradually building a comprehensive digital ecosystem, contributing to creating new standards for customer service in Vietnam.

The continuous efforts in the journey of innovation have helped VietinBank to be honored with the award "Best Digital Transformation Customer Service Center in Vietnam 2025". Previously, for 2 consecutive years ( 2023 - 2024 ), VietinBank was awarded the award " Excellence in Innovation - Contact Center Vietnam " by the prestigious world magazine Global Banking & Final .

These two prestigious awards are a worthy recognition for the innovative efforts and pioneering application of digital technology in operations to improve outstanding customer experience and service quality at VietinBank Contact Center.

Comprehensive AI Strategy

In 2025, VietinBank Contact Center continues to aim to be a leader in the field of customer care through the synchronous deployment of new generation AI solutions. The solutions have been and are being deployed with a plan to complete by the end of the year , aiming at intelligent automation, personalized experience and optimized operations :

- AI VoiceBot: Smart assistant automatically serves customers with natural voice through programmed scripts, helping to reduce the workload performed by humans, increasing the service capacity of VietinBank Customer Service Center.

- AI VoiceBiometrics: Automatically identify and authenticate customers using voice biometric technology, helping to improve security and enhance customer experience.

- AI C hatbot: With the ability to understand natural language and context, automatically generate content and have enhanced self-learning capabilities to better meet customer needs.

- AI Agent Assist: Provides suggested answers, quickly supports phone operators, and captures customers' emotional states to analyze and send warnings to the processing department to improve interaction quality.

- AI Virtual QC : Automatic quality control solution, applying natural language processing (NLP) and Speech to Text technology, allowing analysis, evaluation, and summary of customer interactions on a large scale. The system automatically warns of interactions that need to be prioritized with an accurate rate, helping supervisors quickly grasp information to support customers promptly. Real-time monitoring and daily error detection have contributed to significantly improving service quality.

Continue to improve customer experience

The award “ Best Digital Transformation Customer Service Center in Vietnam 2025 ” is a testament to VietinBank’s technology deployment capability. Moreover, this is also an affirmation of the strong commitment in the journey of creating new standards for modern customer service; at the same time, it demonstrates the determination to apply the most advanced technology, improve operational processes, thereby bringing excellent service experiences to customers at the “touch point” VietinBank Contact Center.

Source: https://www.vietinbank.vn/vi/tin-tuc/tin-tuc-va-su-kien/vietinbank-nhan-giai-thuong-trung-tam-dich-vu-khach-hang-chuyen-doi-so-tot-nhat-viet-nam-2025-20251202093405-00-html