T'AioX was developed to be a digital banking expert, capable of analyzing spending habits and individual financial needs. This enables users to interact with app features using natural language.

Customers can use T'AioX through four main feature groups. Users can ask questions such as "summarize spending for the past one year?", "find money transfer transactions with NAM?", or "list bill transactions?" instead of manually searching or compiling transaction history. The system will compile and return the relevant information. T'AioX also helps remind users about loan payments, recurring bills, or credit card balances, enabling customers to actively monitor their spending plans.

Users can inquire about spending habits and transactions on T'AioX. Photo: TPBank

Additionally, the intelligent navigation feature (ai smartsearch) reduces the time needed to find functions within the app. When customers make requests like "i want to open a savings account", "what is the credit card annual fee?", "how do i block my credit card?", or "where can i pay bills?", T'AioX will answer and navigate them to the corresponding screen, eliminating the need for users to remember each feature's location.

T'AioX also supports 24/7 request reception. In cases such as not receiving a transferred amount, needing an emergency card block, or encountering an OTP code error, requests are recorded and directed to the appropriate processing channel or consultant.

To enhance the user experience, T'AioX also updates personalized offers. Through conversation, users can search for shopping, dining, or travel discounts tailored to their spending habits.

T'AioX updates personalized offers for each account. Photo: TPBank

A TPBank representative stated that developing T'AioX is part of a long-term strategy to build a digital banking ecosystem. Instead of requiring customers to learn multiple interface layers, the bank aims to use technology to understand needs through natural language and direct users to relevant features.

To achieve this goal, TPBank developed T'AioX on a multi-large language model (multi-LLM) platform, enabling the application of artificial intelligence models like ChatGPT, Gemini, and Grok. Depending on the specific need and situation, the system selects the appropriate AI model to process user requests.

T'AioX is used not only on customer interaction channels but also as an AI platform supporting the bank's internal operations. The system can be applied in: product consulting, transaction support, and customer care, while also assisting employees with information retrieval, operational processing, and data analysis.

Young users are excited to experience the new feature on the TPBank app. Photo: TPBank

According to TPBank, the bank chose to build an AI platform capable of integrating and applying new technologies, rather than developing a standalone chatbot. This approach allows T'AioX to be continuously upgraded as AI models evolve, while also expanding its application scope for both customers and employees.

TPBank's efforts to apply AI in banking operations led to its recognition by The Asian Banker in two categories: "best generative AI (genai) application" and "most comprehensive AI implementation enterprise in Vietnam."

According to the bank's representative, the awards acknowledge the process of integrating genai into practical applications, from customer support to enhancing operational efficiency. TPBank stated it will continue to refine T'AioX, expanding its application capabilities and improving user experience.

Minh Ngoc

Following a trial phase, TPBank is rolling out T'AioX to customers nationwide. Users can experience this feature directly on the TPBank app.