HOW VIETINBANK PROCESSES UP TO 20,000 AI CONVERSATIONS EVERY DAY
Four NamiTech AI products. Multi AI layers. 100% QA coverage - and the 2025 award for Vietnam's Best Digital-Transformation Customer Service Center.
The challenge
As one of Vietnam's four largest commercial banks, VietinBank operates a customer service ecosystem that has to be fast, consistent, and secure at very large scale. Calls peak unpredictably. KYC processes need to be shorter without compromising fraud controls. Quality assurance has to extend beyond the small percentage of calls a human QA team can manually sample. And every interaction - voice or chat - must reflect the standards of a Tier-1 financial institution.
VietinBank needed more than a point solution. It needed an integrated AI stack that could authenticate customers, handle routine inquiries autonomously, support agents in real time, and automate quality control across the entire contact center.
The solution: four AI layers, five NamiTech products
VietinBank deployed several NamiTech AI products, organized into a multi-layer architecture that powers the bank's modern contact center:
Layer 1 - Voice Authentication: VoiceDNA (AI Voice Biometrics)
Enrolls a customer's voiceprint in under 10 seconds on the first call and authenticates them in just a few seconds on every subsequent call. Real-time verification with >99% accuracy. Detects playback and AI-generated voice spoofing in real time - securing every interaction without forcing customers through long verification scripts.
Layer 2 - Conversation Analytics: NamiSense
Speaker-separated transcription, real-time sentiment and intent analysis, automated call scoring, and detection of policy or compliance violations on every call. NamiSense powers two roles:
- AI Agent Assist: live answer suggestions and emotion alerts that help human agents handle complex cases faster.
- AI Virtual QC: 100% automatic quality control across the full call volume, with real-time alerts for interactions that need supervisor attention.
- FAQ Generation: automatically extracts the most frequent customer questions from real conversations, building a continuously updated knowledge base for agents and bots.
- NamiSense Insight Analysis: aggregates customer insights across every call - trending topics, sentiment, and recurring issues - to guide service and product decisions.
Layer 3 - Generative AI: NamiGen
Fine-tuned for Vietnamese financial-services language. NamiGen powers two customer-facing products:
- AI VoiceBot - launched 5 February 2026 - a natural-voice virtual agent that runs 24/7 in Vietnamese, English, and Japanese. Customers can look up product information, check service details, and resolve common requests without waiting in queue, easing call volume at peak times.
- AI Chatbot - a GenAI-powered conversational assistant that understands context, generates answers from VietinBank's internal knowledge base in milliseconds (RAG architecture), and continuously learns from new interactions. It handles repetitive inquiries instantly and consistently across every digital touchpoint.
The results
- 12,000–20,000 AI conversations handled per day
- 100% QA coverage - every call analyzed by AI Virtual QC, not sample-based
- KYC verification time substantially reduced
- Standardized, real-time monitoring of agent and bot performance
- Personalized customer dialogue, consistent across voice and chat channels
- 24/7 multilingual self-service (Vietnamese / English / Japanese)
- Trilingual AI VoiceBot live since 5 February 2026
Beyond the metrics, the integration of five NamiTech products into one cohesive contact-center ecosystem has reshaped how VietinBank serves customers. Repetitive workload on human agents has dropped. Operating cost per interaction is lower. Advisory information is consistent across every channel. And the bank now has a foundation for sustainable competitive advantage - a contact center that is modern, intelligent, and secure, designed to meet the rising expectations of Vietnam's financial-services industry.
Industry recognition
In December 2025, VietinBank was awarded "Best Digital-Transformation Customer Service Center in Vietnam 2025" - a public validation of the contact-center transformation built jointly with NamiTech.
About VietinBank
Vietnam Joint Stock Commercial Bank for Industry and Trade (VietinBank) is one of Vietnam's four largest state-owned commercial banks, serving millions of retail and corporate customers across the country. The bank is a leader in digital transformation in Vietnam's banking sector.