VietinBank is investing heavily in data and AI to build a solid foundation for its digital transformation, recognizing the transformative potential of AI and data analytics in the banking industry. This technology enables banks to understand customers better, personalize financial experiences, optimize operations, and enhance management efficiency.
In early 2025, VietinBank launched its Data and Artificial Intelligence Division, operating on three pillars: data governance, data platform development, and data analytics & AI application. In addition to upgrading infrastructure and ensuring data quality, the division is implementing advanced analytics and AI initiatives for core banking operations such as analysis, forecasting, appraisal, process optimization, and automation. AI is integrated into both business activities and internal management, supporting faster decision-making and more accurate data processing. This also opens up new approaches to customer service and resource management.
According to a bank representative, the establishment of the Data and Artificial Intelligence Division is a significant milestone, demonstrating VietinBank's commitment to harnessing the power of data to drive business growth, develop new products and services, and provide customers with a modern, seamless financial experience.
 |
VietinBank applies AI to internal support tools. Photo: VietinBank |
VietinBank applies AI to internal support tools. Photo: VietinBank
Along with developing its data infrastructure, VietinBank is investing significantly in advanced technologies such as machine learning, big data, AI, customer relationship management (CRM) systems, and marketing technology (MarTech). These solutions help optimize operations, increase labor productivity, and improve both customer experience and business efficiency.
Using machine learning algorithms, the bank can analyze data to identify potential customers, recommend suitable products, and identify "hidden affluent customers" to expand service opportunities. The customer segmentation system also allows for targeted and effective marketing campaigns. Beyond personalization, VietinBank also applies machine learning to risk management, from detecting fraudulent transactions to providing early credit warnings, thereby enhancing security and optimizing management.
Furthermore, AI is integrated into internal support tools like VietinBank Genie, a virtual assistant for employees, and Genie Meeting, a tool that supports publishing and summarizing meeting minutes. Developed on the Generative AI platform and Azure OpenAI service, VietinBank Genie can analyze internal data to quickly address business situations and accurately cite documents and policies.
This tool handles thousands of queries daily, reducing search time by 95% and meeting minutes preparation time by 70%. The bank is further upgrading Genie to expand its application in business forecasting, internal control, and enhancing customer service quality. For corporate clients, VietinBank eFAST has been developed as a "digital assistant" using big data and AI to support financial trend forecasting and provide cash flow optimization suggestions. This platform also enhances security through machine learning, helping detect unusual transactions and provide timely risk warnings, thereby supporting businesses in making quick and accurate decisions.
 |
The bank develops technology-based platforms to serve customers. Photo: VietinBank |
The bank develops technology-based platforms to serve customers. Photo: VietinBank
In parallel with technology investment, VietinBank focuses on developing digital capabilities and a data-driven culture. The bank has organized 66 training courses with over 2.6 million online learners; 100% of leaders and 99.3% of employees have completed AI certification. The technology workforce has increased by 50%, focusing on key positions and attracting AI, machine learning, and data experts to ensure resources for long-term strategic implementation.
With innovative thinking, a solid data platform, and a clear technology roadmap, VietinBank is steadily realizing its goal of becoming a leading digital bank. In the future, the bank will continue to invest in data and AI and expand cooperation with major technology partners, creating momentum for breakthroughs and affirming its pioneering position in the industry.
Minh Ngoc
