Sacombank, Vietcombank, and Home Credit Vietnam deploy voice agents, real-time channels to slash call queues and routine query handling.
Across the region, banks in certain countries still operate on fragmented communication platforms and limited automation, resulting in service delays and operational bottlenecks during peak interaction periods.
In February 2026, several financial institutions in Vietnam were announced to have expanded their digital transformation programs through an AI-centric solution. The shift reflects an industry-wide response to a surge in mobile adoption, tighter regulatory oversight, and strong demand for continuous, personalized banking access.
To address such challenges, financial institutions could adopt a regional AI-driven communication model designed to unify real-time engagement across mobile, web, and contact center channels. Such a model drew particular interest from institutions such as Sacombank, Vietcombank, and Home Credit Vietnam, whose business models depend on high-volume customer interaction.
- Conversational AI for managing routine bank queries through voice and messaging channels
- Automation of contact center workflows using voice-based virtual agents to handle large call volumes
- Real-time communication infrastructure supporting secure, low-latency audio and video exchanges in multiple languages
- Built-in compliance controls addressing regional data protection and audit requirements
At Sacombank, the deployment of AI-driven call response technology has allowed the system to manage tens of thousands of calls daily while maintaining consistent customer service standards. Similar approaches at Vietcombank and Home Credit Vietnam have diverted common inquiries to AI agents, enabling human staff to focus on complex financial consultations.
A partnership of two IT vendors provided the technology platforms for the regional banking AI digitalization. In a joint comment, Mark Hall Andrew, Chief Revenue Officer, FPT Smart Cloud, FPT Corporation, and Tony Wang, Chief Revenue Officer and co‑founder, Agora, said the collaboration is focused on enabling banks to “deliver efficient, responsive, and trusted digital experiences” and “engage customers in a more natural, reliable way at scale.”
As digital competition intensifies across markets such as Singapore, Vietnam, Indonesia, and Thailand, the initiative underscores how established financial institutions are retooling their communication systems with AI-centric infrastructure to remain compliant, responsive, and relevant in an increasingly data-regulated environment.
