Vietnam's banking industry aims for "Dark Factory" in the next 3 years

In the next 3 years, the Vietnamese banking industry may witness “Dark Factories” – an operating model with almost no direct human presence, all stages are handled by robots. This is the opinion of Mr. Nguyen Duc Trung, Principal of Banking University of Ho Chi Minh City, at the seminar “Digital transformation in governance - ESG implementation experience from financial enterprises” organized by Dan Tri newspaper on September 30.

Many banks have implemented robotics and automation .

Mr. Trung believes that digital transformation in the finance and banking sector is not simply about bringing services to mobile applications, but is a revolution that covers all activities. He emphasized four important aspects: distribution channels and customer experience, digital financial services, operations and business processes, and digital transformation culture.

With the distribution channel, thanks to eKYC technology, customers can open accounts remotely; super-app applications allow most financial transactions, from payments, savings to booking airline tickets. Notably, many commercial banks have successfully deployed the omni-channel model, creating a seamless experience from ATM, mobile banking to internet banking.

In terms of services, banks apply machine learning and big data to support lending, design savings products, and digital insurance. Payment via QR code through the Napas system is considered one of the outstanding successes, helping to promote the cashless trend in Vietnam.

In operations, many banks have adopted robotics to automate processes, from initial loan processing to transaction reconciliation. Business decisions are increasingly based on data, rather than just people.

Finally, digital transformation has also become a cultural story for financial enterprises. Banks invest heavily in cybersecurity and data security, while changing from a traditional culture to one that is flexible and adapts quickly to market needs.

According to Mr. Trung, the level of digital transformation of the banking industry is divided into three groups: pioneering (banks that invest in technology early and are leading), accelerating (having advantages in scale, customers, strong finance), and newly deployed (limited resources but trying to keep up with the market).

He commented: "Experience from Thailand and China shows that in about three years, Vietnam will see Dark Factories appear in the banking industry, where robots operate everything, and humans only stand behind to make adjustments."

Ngành ngân hàng Việt Nam hướng tới “Dark Factory” trong 3 năm tới - 1 — Mr. Nguyen Duc Trung - Principal of Banking University of Ho Chi Minh City (Photo: Nam Anh).

Three technology options: Build, buy or rent

Although optimistic about the prospects, he also admitted that the banking industry still faces major challenges in technology and human resources - two key factors that determine the success of the digital transformation process.

Regarding technology, Mr. Trung said that businesses have three options: build, buy, or rent. If they build, they must have a good staff. If they buy from outside platforms, they risk losing copyright. If they rent, they may become dependent on the lessor.

"The most difficult thing is finding the right direction to choose the optimal technology. We also do not have enough resources to hire foreign experts," Mr. Trung shared.

Mr. Trung also commented that if digital transformation is successful, customers will have a better experience, they will remember and be more loyal to the business. They will be the best advertisers for businesses to expand market share, save costs and optimize profits.

He said the banking industry has been ahead of the economy in digital transformation but still needs to accelerate further. “In the next three years, changes will be very rapid. If we do not set high goals, we will fall behind,” he added.

Source: https://dantri.com.vn/kinh-doanh/nganh-ngan-hang-viet-nam-huong-toi-dark-factory-trong-3-nam-toi-20251001104756145.htm