Innovation achievements
In the era of strong digital development, innovation has become an inevitable trend and a driving force for sustainable development of the banking industry. Grasping that trend, VietinBank is constantly pioneering 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. Continuous efforts in the journey of innovation have helped VietinBank be honored with the award "Best Digital Transformation Customer Service Center in Vietnam 2025".
This award not only affirms VietinBank's technology deployment capacity but also a strong commitment to the journey to create new standards for modern customer service, clearly reflecting VietinBank's determination to apply the most advanced technology, improve the operating process, thereby bringing excellent service experience to customers at the "touch point" of contact Center.
Previously, for 2 consecutive years (2023 and 2024), VietinBank was awarded the "Excellence in Innovation - Contact Center Vietnam" award by the prestigious global banking & final magazine. These two prestigious awards are a worthy recognition of their efforts in innovation, pioneering the application of digital technology in operations - to improve outstanding customer experience and service quality at VietinBank.
Comprehensive AI strategy
In 2025, VietinBank Customer Service Center (VietinBank Contact Center) continues to set a leading goal in the field of customer care through the synchronous implementation of new generation AI solutions. Solutions have been and are being implemented with a plan to be completed by the end of the year, aiming at smart automation, personalized experience and operational optimization such as:
- 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 Contact Center.
- AI Voice Biometrics: 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 have the ability to enhance self-study to better meet customer needs.
- AI Agent Assist: Provides suggestions for answers, supports callers quickly, and grasps the emotional state of customers to analyze and give warnings to the processing department to improve the quality of interaction.
- AI virtual QC: Automatic quality control solution, application of natural language processing (NLP) and Speech to Text, allowing for large-scale analysis, evaluation, and summary of customer interactions. The automatic system warns that interactions need to be prioritized for processing at an accurate ratio, helping supervisors quickly grasp information to support customers in a timely manner. Real-time monitoring and daily error detection have contributed to significantly improving service quality.
Orienting digital transformation not simply to apply technology, but to change the mindset of serving customers as the center, VietinBank will continue to innovate, create and perfect the digital ecosystem to maintain its pioneering role in the journey of digitalizing customer experience in Vietnam.
