According to a 2024 EY report, 62% of Vietnam's rural population still has difficulty accessing credit and formal financial services. The main reasons include technological barriers, lack of knowledge, or credit history. Aiming to universalize digital finance, Viettel Money invested early in core technology and applied international achievements to address the issue of scale and efficiency.
Since 2023, the app has been testing AI and data analytics to optimize products. In the 2024-2025 period, several technologies have been deployed synchronously. Robotic process automation (RPA) helped increase productivity by 50% and reduce complaint processing time by five times. An automated Vietnamese chatbot receives and resolves customer requests, saving significant operating resources.
Viettel Money's Customer 360 analysis system is built from over 1,085 data features, helping to suggest suitable financial products and increase service accessibility for users without a credit history. The engineering team also developed Smart Authen, a two-factor authentication solution, to enhance transaction security.
Viettel Money's eKYC technology has achieved level two ISO 30107-3 international certification. The system can detect complex biometric fraud such as silicone masks or deepfake videos. Results from over 3,000 tests show a zero error rate.
This suite of solutions has helped Viettel Money significantly improve its customer experience metrics. At the end of 2024, the platform achieved an overall CSAT of 88.8%, an increase of 11.96% compared to the previous year. In-app satisfaction reached 94.09% and CES reached 92.24%, far exceeding the industry average.
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Users using Viettel Money. Photo: Viettel |
Users using Viettel Money. Photo: Viettel
These technological achievements have also been recognized regionally. In July, the company won three awards at the Asian Banking & Finance Awards in Singapore: financial inclusion initiative of the year, AI & machine learning initiative of the year, and outstanding new financial technology product.
Notably, Viettel Money is the only digital financial platform from Vietnam to receive an award at the ABF Retail Banking Awards, a familiar arena for major domestic and international banks such as BIDV, Vietcombank, Techcombank, VPBank, UOB, and HSBC.
A brand representative stated, "AI First will continue to be our core strategy." Artificial intelligence will be integrated into the entire process, from product suggestions and automated customer care to optimized operations. Algorithms trained on multi-dimensional data help the platform respond faster and personalize the experience.
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Viettel Money currently serves nearly 30 million customers nationwide with over 1.5 billion transactions annually. Photo: Viettel |
Viettel Money currently serves nearly 30 million customers nationwide with over 1.5 billion transactions annually. Photo: Viettel
Viettel Money was entirely developed by Viettel Digital, under the direction of Viettel Group. This digital financial application provides over 350 services, from digital payments to digital finance (insurance, savings, credit, online investment, etc.).
As of 4/2025, the platform has served nearly 30 million customers nationwide. Viettel Money currently leads in market share and coverage in essential payment areas such as electricity, water, internet, tuition, transportation, telecommunications, and public administration.
Thai Anh
