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In recent years, Vietnam’s insurers have been exploring voice authentication solutions to modernize operations, combat rising fraud and enhance their customers’ experience. According to research by Mordor Intelligence, the global voice biometrics market is seeing rapid growth, and is projected to expand from USD 2.63 billion in 2025 to USD 5.70 billion by 2030.
Founded in 2022, NamiTech, a Vietnamese AI startup, recognized the insurance industry’s need for reliable identity verification and compliance recordings and developed VoiceGate, which uses voice biometrics and speech-to-text to authenticate users, record consultations, and ensure real-time compliance, even in noisy environments.
To ensure performance and scalability, NamiTech chose the Microsoft Azure cloud platform and Azure OpenAI’s natural language processing technology to enhance the effectiveness of analysis and information extraction from calls.
“We’re proud to collaborate with Microsoft in developing VoiceGate, a pioneering ‘Make in Vietnam’ AI solution that is transforming the local insurance landscape. Powered by Microsoft’s cutting-edge Cloud and AI technologies, VoiceGate delivers seamless and highly accurate voice recognition, elevating customer experiences and optimizing operational efficiency. As we step into the era of AI, this strategic partnership significantly positions NamiTech at the forefront of innovation, enabling us to deliver exceptional value to insurers and their clients across Vietnam,” said Do Thi Trang, Co-founder and Business Development Director of NamiTech.
Opting for Azure allows VoiceGate to leverage a powerful and flexible infrastructure, easily scaling according to customer demands without additional hardware investment. The solution also meets international security and compliance standards, giving insurance businesses confidence to deploy at large scale.
“When choosing Microsoft, we weren’t just selecting a robust and advanced technology platform, we were investing in a secure, scalable infrastructure that meets international security and compliance standards. This gave us the confidence to deploy VoiceGate quickly and reliably for large insurance clients. Thanks to Microsoft’s close support, we accelerated our rollout and brought the solution to market faster than expected,” added Do Thi Trang.
Leveraging the Azure platform, Azure OpenAI empowers VoiceGate with seamless and accurate voice recognition and transcription. This integration allows VoiceGate to offer enhanced customer interactions, reducing response times and improving overall user experience. Additionally, Azure OpenAI’s robust AI models also help VoiceGate to continuously learn and adapt, ensuring high-quality performance and reliability.
Combined with NamiTech’s proprietary environmental noise-cancellation technology, VoiceGate enables recording and authentication in nearly every common setting for consultations without disrupting the business activities of consultants or customers. Notably, VoiceGate’s reliability meets stringent industry benchmarks, which specify interruptions to an insurer’s systems must not exceed 4 hours a month.
“Before VoiceGate, scheduling calls with clients was a constant struggle. Consultants had to find a quiet spot, sometimes that meant waiting days just to confirm the time. But now, they can speak with clients even if they’re at a bustling café or a noisy market. The voice authentication works flawlessly, and they’re easily handling 10 consultations a day without disrupting anyone’s routine,” said Do Thi Trang.
So far, VoiceGate has been successfully deployed at several major insurance companies in Vietnam such as Bao Viet Life, Prudential Vietnam and Manulife Vietnam. The system automates the process of identity verification and consultation content analysis, ensuring transparency and accuracy in business operations, while significantly reducing the burden on supervisory and operational support teams.
Previously, Bao Viet Life required approximately 60 minutes to manually verify each consultation session. Now, with VoiceGate automating the compliance checking process, the verification time has been reduced to under one minute, dramatically enhancing operational efficiency.
Another outstanding feature is that VoiceGate can handle many consultation sessions simultaneously without any interruption. This is especially important in the insurance sector, where the number of recorded consultation sessions can surge unexpectedly at certain times. For instance, during peak months, Bao Viet Life processes over 40,000 contracts, underscoring the need for scalable infrastructure and uninterrupted system performance.
Standardizing AI for scalable growth in the finance–insurance sector
VoiceGate’s success is underpinned by the close collaboration between NamiTech, Microsoft, and SoftwareOne—the company implementing Azure solutions in Vietnam. From the very beginning, the three teams organized numerous technical workshops, feature testing sessions, infrastructure adjustments, and operational support. This process ensured that VoiceGate closely met the real needs of insurance businesses while achieving stringent technical standards.
This cooperative model clearly demonstrates the role of an ecosystem in bringing AI into practice: from startups innovating solutions, to global technology corporations providing the platform, and local partners accompanying implementation. It stands as a prime example of how Vietnamese companies can harness the power of technology to create breakthrough “Make in Vietnam” products.
Dhanawat Suthumpun, Managing Director of Microsoft Thailand and Emerging Markets, including Vietnam, affirmed: “Today, AI is not just the domain of large corporations, but is a golden opportunity for small and medium Vietnamese businesses to make breakthroughs and create products marked by Vietnamese intelligence. On that journey, we are proud to accompany startups like NamiTech in developing Make in Vietnam solutions that can meet the strictest requirements for speed, accuracy, and security in the finance and insurance sector.”
VoiceGate is not just a voice authentication tool, it also opens a new path for AI applications in the insurance industry. By building an AI product that fully meets the sector’s strict requirements, NamiTech is demonstrating that Vietnamese startups can lead the technology game if they have a clear strategy, a product that solves specific problems, and, most importantly, support from reputable technology partners like Microsoft.