VPBank honored as 'Outstanding Digital Transformation Enterprise' at Vietnam Digital Awards 2025

This title recognizes VPBank 's pioneering efforts in developing and applying artificial intelligence to banking operations, through the Conversational AI Platform and GenAI Application Ecosystem (CAIP - ezGenAI) solution. This is a typical technology product representing VPBank at VDA 2025, demonstrating its technological autonomy and ability to apply AI to operations, customer care and management.

VPBank representative received the award at Vietnam Digital Awards 2025

Developed entirely in-house, the Conversational AI Platform (CAIP) and the ezGenAI Application ecosystem (easy with GenAI) not only create a breakthrough in automating and digitizing internal processes, but also open up a new direction in applying artificial intelligence safely and effectively in the banking industry.

VPBank's Conversational AI Platform (CAIP) is a solution deployed on a separate cloud computing infrastructure, capable of flexibly integrating large language models (LLM) from leading providers such as AWS, Microsoft and Google, allowing for efficient natural language processing and suitable for banking business contexts. The highlight of CAIP lies in its ability to connect multiple data sources and multiple interaction channels to help improve customer experience and support employees to improve work productivity.

Through this common AI platform, on-top GenAI applications are rapidly deployed for all business blocks from Operations, Finance, Human Resources, Data Analytics, Information Technology, Retail Customers, Corporate Customers to Risk Management and Legal.

Since its launch in April 2024, VPBank has developed the ezGenAI application ecosystem with a series of specialized products serving the practical needs of each group of business "use cases" such as ezChatbot, ezCollection, ezAgent, ezData Agent, ezPolicy, ezCode, making GenAI a driving force in all VPBank activities.

The deployment of the ezGenAI product ecosystem has brought VPBank clear results in both operations and business efficiency.

Customer response time was dramatically reduced, from 15 minutes to just 6-10 seconds; customer self-service rate reached over 95%; employee productivity increased by 20-30%, while operating costs were significantly reduced thanks to a high level of automation in manual processes.

These improvements not only improve the overall system performance but also create a clear shift in user experience, both for external customers and internal staff. Positive feedback and a series of measurement indicators such as response accuracy rate, processing time or satisfaction level (CSAT) have proven the practical value and strong spread of the GenAI ecosystem in the digital transformation journey at VPBank.

Many typical applications have been successfully deployed in key business blocks, including: chatbot Reppy - a virtual assistant serving individual customers on multiple channels, providing a smart, flexible and safe interactive experience for customers; chatbot Ripi - a GenAI virtual assistant supporting sales teams and professional staff in quickly looking up and consulting information about products and services; ezCollection - a GenAI application that automatically reminds customers of debts and analyzes data to propose optimal communication scenarios, improving collection efficiency through Zalo and NEO App channels; ezCode - an AI assistant supporting the software development process at VPBank... ezGenAI also has the potential to expand to VPBank's member companies, allowing each unit to create its own AI applications to serve its own needs without being dependent on the supplier (vendor).

VPBank representative shared: “This award is a recognition of VPBank's continuous innovation journey and comprehensive digitalization efforts over the past time. With a customer-centric strategy, we are committed to continuing to invest heavily in technology, data and people to create outstanding financial experiences, contributing to promoting the development of the national digital economy ."

The title of “Outstanding Digital Transformation Enterprise and Public Service Unit” at Vietnam Digital Awards 2025 is a testament to VPBank’s technological autonomy and sustainable innovation orientation. The award also recognizes the bank’s efforts in creating a multi-functional operating model, constantly innovating and enhancing value through comprehensive financial solutions, promoting the strength of the ecosystem and widely applying advanced technologies.

Vietnam Digital Awards (VDA) has been held annually since 2018, sponsored by the Ministry of Information and Communications , now the Ministry of Science and Technology. Vietnam Digital Awards has become one of the most prestigious programs, recognizing and honoring pioneering efforts in digital transformation nationwide. 2025 - the 8th season, takes place in the context of the country entering a period of accelerating the implementation of Resolution No. 57-NQ/TW of the Politburo on breakthroughs in science and technology development, innovation and national digital transformation.

Thanh Ha

Source: https://doanhnghiepvn.vn/kinh-te/tieu-dung/vpbank-duoc-vinh-danh-doanh-nghiep-chuyen-doi-so-xuat-sac-tai-vietnam-digital-awards-2025/20251010022126556