AI Agent - Elevating Digital Banking Customer Service

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

Recent surveys show that 75% of banking leaders believe customer service will be most significantly impacted by AI. Consequently, 90% of banks plan to deploy AI/ML within the next 12–18 months, focusing on customer service and CRM.

Globally, Bank of America’s virtual assistant Erica, which supports everything from account inquiries to investment advice, gained over 10 million users within a year. In Singapore, DBS implemented an AI chatbot that handles up to 82% of customer requests, saving about 30 million USD in annual operating costs.

In Vietnam, many banks have joined the “AI adoption race.” TPBank launched its T’Aio chatbot in 2017, pioneering 24/7 customer service. VietinBank developed an internal AI assistant and automated calling solutions. Recently, major banks like MB Bank and Techcombank have accelerated AI adoption in fraud detection, data management, and service personalization, showing that AI integration in banking is entering a rapid growth phase.

Clearly, AI has gone far beyond the concept of “future technology” — it is now a critical factor for banks to survive and thrive in the digital era. This is also why financial institutions are actively seeking suitable AI Agent solutions for fast, secure, and effective implementation.

CRM and AI Agent: The strategic duo for digital banking

Within the digital banking ecosystem, CRM is not just a customer data management tool but a central hub that consolidates transaction, behavioral, and interaction data. When integrated with AI Agents, these systems can turn fragmented data into actionable insights — helping banks automate customer care, segment and forecast customer needs, and personalize experiences at a deeper level.

The effectiveness of combining AI and CRM has been proven in practice. In Vietnam, Techcombank is one of the pioneers in deploying a unified data platform integrating more than 50 different systems, enhanced by AI for behavioral analytics. In 2023, the bank generated over 100 million personalized insights, including 52 million financial recommendations sent to more than 4 million users via its digital banking app. This clearly demonstrates that AI Agent-integrated CRM is not only a trend but already delivering tangible results.

WOWCRM integrated with AikoAI – A breakthrough solution for digital banks

Following this trend, GMO-Z.com RUNSYSTEM has developed WOWCRM integrated with AikoAI — a modern CRM solution featuring specialized AI Agents for the banking sector. The system enables workflow automation, operational optimization, and multi-level personalization.

With WOWCRM integrated with AikoAI, banks gain a comprehensive 360° customer management tool that unifies data across personal information, transactions, and interaction history. The system also automates sales and customer service through data entry, lead scoring, contextual action suggestions, and intelligent pipeline management. On top of that, customer engagement is further enhanced via dynamic behavioral segmentation, multi-channel activation, and learning-based optimization.

Designed specifically for the Vietnamese market, this solution offers reasonable costs, flexible deployment, and scalability — suitable for both small banks and large financial institutions.

BAC A BANK accelerates digital transformation with WOWCRM integrated with AikoAI

On August 14, 2025, BAC A BANK officially announced a strategic partnership with GMO-Z.com RUNSYSTEM to implement WOWCRM integrated with AikoAI — an advanced CRM solution featuring next-generation AI Agents.

The project aims to build a centralized customer data platform, apply AI in intelligent sales management, and ensure safety and security aligned with industry standards. Once operational, the system will automate data entry, customer care reminders, quotation sending, and progress tracking.

This platform significantly reduces manual workload, provides personalized service to customers, and gives management a comprehensive view of the customer journey for timely decision-making. A BAC A BANK representative stated that this is “a strategic move to empower the sales team with a truly intelligent assistant.”

GMO-Z.com RUNSYSTEM – A trusted partner for Vietnamese banks

As a member of the GMO Internet Group (Japan) with over 20 years of experience, GMO-Z.com RUNSYSTEM has accompanied many banks on their digital transformation journey. The company offers a comprehensive ecosystem of solutions, from CRM, eKYC, OCR, and AI Chatbot to Big Data Analytics.

GMO-Z.com RUNSYSTEM’s strength lies in its deep understanding of the Vietnamese market, providing localized solutions with competitive costs and rapid deployment. All products comply strictly with legal and banking standards, ensuring safety and data security. Moreover, GMO-Z.com RUNSYSTEM commits to long-term partnership — not only providing software but also consulting, implementation, and operational support.

With these advantages, GMO-Z.com RUNSYSTEM has evolved beyond being a technology provider to become a strategic partner, helping Vietnamese banks thrive in the AI era.

Vietnam’s banking industry stands on the brink of a breakthrough, as AI Agents are no longer optional but essential for survival and growth. The collaboration between BAC A BANK and GMO-Z.com RUNSYSTEM demonstrates that with the right strategy and partner, AI Agents can become powerful allies — helping banks operate more efficiently, understand customers more deeply, and strengthen trust in an increasingly competitive market. Digital banking is no longer a distant vision but a present reality for those ready to act today.

Source: https://cafef.vn/ai-agent-chia-khoa-nang-tam-dich-vu-khach-hang-trong-ngan-hang-so-188250918173819549.chn