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recommend shopping deals tailored precisely to cardholders' spending patterns.
Meanwhile, Nam A Bank has deployed service robots (the OPBA Robot) at physical
branches to greet and guide customers through administrative procedures, thereby
reducing the workload for front-desk staff.
Automated Credit Scoring and Loan Approval: AI technology is being leveraged to
bolster the consumer lending segment. Institutions such as VPBank and Techcombank
employ Machine Learning models to analyze transaction histories, utility bills, and even
telecommunications data for credit scoring. Consequently, customers can receive instant
approval for loans or credit card limits directly via mobile applications without the need
for physical salary statements. These automated AI systems evaluate default probabilities
to facilitate data-driven lending decisions.
Risk Management and Fraud Prevention: Major commercial banks, including BIDV,
Vietcombank, and Agribank, have invested heavily in 'intelligent monitoring' systems.
Upon detecting compromised cards or anomalous behavior—such as an ATM card
typically used in Hanoi suddenly initiating a withdrawal in another country—the AI-driven
system instantly suspends the card and issues a security alert. Furthermore, if a recipient
account is flagged on a blacklist or exhibits suspicious activity like immediate fund cycling
(a hallmark of 'mule accounts'), the system provides real-time warnings to the sender.
Mobile App Experience Personalization: AI functions as a private financial advisor, a
domain where TPBank has demonstrated significant proficiency. With its App 5.0, TPBank
utilizes AI to 'tailor' the user interface based on individual behavioral patterns. For
instance, if a user frequently initiates fund transfers, that specific function is prioritized on
the home screen. Conversely, for users inclined toward savings, high-yield interest
packages are surfaced. Similarly, Military Bank (MB) has implemented an AI-powered
'Financial Management' feature that analyzes monthly cash flows, issues alerts regarding
overspending in specific categories (such as dining or shopping), and recommends
optimal savings targets."
Table 3. AI Application Levels at Selected Vietnamese Banks
Bank Key AI Applications
TPBank LiveBank (24/7 automated transactions), pioneering eKYC.
MB App-integrated AI ecosystem, digital credit scoring.
Techcombank Big Data analytics for personalized wealth management advisory.
VIB Leader in AI-driven credit card approval and personalization.
VPBank AI in debt collection and rapid unsecured loan approval.
Source: Compiled by the author from bank reports
Business performance of pioneering banks in the AI era
TPBank: The "Sleepless Pioneer" Brand
TPBank is the leading institution in automated transactions via its LiveBank system.
During the 2020–2024 period, with a strategic focus on its Cost-to-Income Ratio (CIR), the
bank deployed over 450 'virtual robots' (Robotic Process Automation - RPA) to replace
hundreds of manual positions, positioning its CIR among the lowest in the banking system.
Specifically, TPBank’s CIR saw a significant decline from 41.28% in 2023 to just 34.78% in
2024. Furthermore, AI-driven eKYC has enabled the bank to acquire millions of new
customers annually without the need for extensive physical branch expansion. Currently,
over 90% of TPBank’s transactions are executed through digital channels (TPBank, 2024)

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