Unlocking new horizons: How AI is transforming operation at VietinBank

With Genie, VietinBank’s internal AI assistant, employees can now get answers to operational questions in under a minute and generate detailed reports in seconds, marking a new era of productivity for one of Vietnam’s top banks.

As digital technologies rapidly reshape the financial industry, VietinBank has taken a leading role by integrating into its daily operations. In partnership with Microsoft, the bank has developed Genie, an AI assistant that is redefining how staff access information and complete tasks.

AI: The essential ingredient in modern banking’s digital transformation

Facing the pressures of ever-expanding operations, a wide branch network, and thousands of employees, VietinBank recognized that embracing AI was not optional but vital for maintaining an edge. Employees often spent significant time searching for procedures and policies to complete their work, while management needed up-to-date, precise data to make quick decisions in a volatile market.

To improve customer service and boost efficiency, VietinBank needed a robust digital solution, a smart assistant that could instantly answer business queries, automate processes, and enable agile management of internal data.

Genie: The intelligent assistant empowering VietinBank staff

VietinBank chose to harness AI by collaborating with Microsoft and technology partners Noventiq and NashTech to build Genie on Microsoft Azure AI Foundry. Noventiq established a flexible and secure Azure infrastructure, while NashTech equipped Genie with advanced AI features, making user interactions smoother and more natural.

Trần Công Quỳnh Lân, Deputy CEO of VietinBank, noted: “Now, instead of sending emails or making calls for operational questions, we ask Genie—trained on over 2,000 procedures and policies—and get answers in under a minute. In just two months, Genie has handled more than 350,000 inquiries, cutting waiting times by up to 95% and saving hundreds of thousands of work hours each month.”

“Genie has been a tremendous help in my professional work. It has significantly reduced the time I spend researching documents and policies. It not only supports professional-related requests but also assists me and my colleagues at the branch with various tasks, such as error troubleshooting, looking up fee schedules and forms, and even drafting speeches,” said Quach Huong Lan, an officer at the bank’s Trang An branch.

The benefits extend beyond operational staff. Genie also equips leaders with instant access to over 500 financial metrics, business performance insights for each branch, and up-to-date growth charts and analyses, all processed securely through Azure OpenAI and tailored to the bank’s needs.

Looking forward: AI shaping the future of finance

As AI becomes the foundation for long-term growth, innovators like VietinBank are redefining what’s possible. With Microsoft’s support, the bank is not only improving efficiency but also establishing a new industry benchmark, where every employee has an AI partner and every customer enjoys personalized service.

Dhanawat Suthumpun, Managing Director, Microsoft Thailand and Emerging Markets including Vietnam, said: “AI in operations doesn’t just reduce costs and boost efficiency, it delivers a whole new experience for users, especially in banking where speed, accuracy, and security are crucial. VietinBank is setting the standard by weaving AI into all aspects of banking, moving toward a smarter and more sustainable future.”

Vietnam’s banking sector is accelerating its digital transformation, aiming to build a human-centered, tech-driven financial ecosystem. Genie is only the beginning, showcasing the vast possibilities of well-planned AI adoption. Continued collaboration between banks and technology leaders like Microsoft will be key to unlocking a bright future for Vietnam’s financial industry.