Amid the strong wave of digital transformation, Vietnam’s banking industry faces a major question: should it stop at digitizing infrastructure or truly redefine customer experience through new technologies like Artificial Intelligence (AI)?
In particular, the rise of AI Agents - integrated “intelligent virtual assistants” - has become a key trend in improving operational efficiency and customer retention for digital banks.
Global Trend: AI Agents Are Transforming the Financial Industry
AI Agents - intelligent virtual assistants are revolutionizing the financial sector by automating processes and enhancing customer experiences. Leading global banks such as Bank of America and DBS have successfully implemented AI-driven solutions, saving tens of millions of dollars annually. In Vietnam, financial institutions including TPBank, VietinBank, MB Bank and Techcombank are accelerating AI adoption in data management, fraud detection and personalized customer engagement.
CRM and AI Agents: The Strategic Duo Driving Digital Banking
When integrated with AI Agents, CRM systems evolve beyond data storage to become intelligent hubs for analysis and action - enabling demand prediction, automated customer service and optimized sales processes. Techcombank stands as a notable example, generating over 100 million personalized insights and tens of millions of financial recommendations through its AI-powered CRM platform.
WOWCRM with AikoAI: A Breakthrough Solution for Digital Banking
Keeping pace with this global trend, GMO-Z.com RUNSYSTEM has developed WOWCRM with AikoAI, an intelligent CRM platform designed to automate operations, provide a 360° customer view, and deliver highly personalized experiences. The solution has been adopted by BAC A BANK, helping reduce manual workloads, boost operational efficiency, and pave a new path for digital transformation in Vietnam’s banking sector.
