VietinBank and NashTech – Award winning digital transformation with ‘Genie’ AI Chatbot

Industry

Technology

Introduction

Overview

VietinBank, one of Vietnam’s largest and most prestigious banks and part of the nation’s “Big 4”, partnered with NashTech to drive digital transformation through the implementation of an advanced AI chatbot solution. Launched under the name ‘Genie’, this virtual assistant is powered by NashTech’s proprietary BonBon AI platform and has already demonstrated transformational impact in its first phase.

Business challenge

In an increasingly competitive financial services landscape, VietinBank sought to:

Enhance internal operational efficiency
Improve support for bank staff handling complex regulatory and policy inquiries
Deliver more innovative, personalised banking solutions
Embrace digital transformation as part of its vision to become a top Asia-Pacific bank by 2030

The solution

NashTech’s BonBon AI platform was reimagined into Genie, a custom AI chatbot and virtual assistant tailored to VietinBank’s internal needs.

Genie was trained on more than 2,000 internal documents, regulations, and policies, making it a powerful knowledge engine for VietinBank employees. Leveraging generative AI, intelligent automation, and robotic process automation (RPA), Genie became a key component in the bank’s internal support system.

Key capabilities of Genie include:

Instant, accurate answers to policy and regulatory questions
Flexible interpretation and application of internal rules
Automation of repetitive, high-volume tasks such as file management and document analysis
Smart advisory features that help staff propose personalised financial solutions to customers

Results and achievements

Efficiency gains:

95% reduction in Q&A time for staff
Over 350,000 queries processed within just 2 months of implementation
Dramatic reduction in time spent on repetitive tasks, freeing staff to focus on core responsibilities

Recognition and awards:

VietinBank won 5 Sao Khue Awards in 2025, including one for the Genie AI chatbot, highlighting Genie’s strategic value
VietinBank and Genie was presented at the Digital Transformation of the Banking Industry 2025 event, attended by Vietnam’s Prime Minister and the Governor of the State Bank

Strategic impact

At the 2025 industry summit, Mr. Tran Cong Quynh Lan, Deputy General Director of VietinBank, described Genie as:

“An effective tool supporting VietinBank staff at work, saving 95% of Q&A time… affirming the strategic vision in applying technology and data to financial services.”

Genie’s success underlines VietinBank’s commitment to safety, effectiveness, and sustainability, as it strives to become not only Vietnam’s most prestigious bank but also a technology leader in the Asia-Pacific region.

Looking ahead

Following its internal success, VietinBank is expanding Genie’s role to support RM staff in their sales efforts, enabling faster and more effective sales while better meeting customer needs, enhancing client engagement with personalised, AI-powered financial advice. This next phase will further elevate the bank’s digital capabilities and market leadership.

About NashTech’s BonBon AI

BonBon AI is a next-generation AI assistant developed by NashTech. Designed to go beyond standard chatbot functionality, BonBon can be trained on enterprise-level documentation and processes to deliver true operational intelligence. Whether in banking, legal, or other document-heavy industries, BonBon boosts productivity, streamlines complex workflows, and supports high-level decision-making with real-time insights.

Conclusion

The successful deployment of Genie marks a landmark achievement for VietinBank and NashTech. It showcases how deep AI integration, when tailored to enterprise needs, can bring remarkable efficiency, industry recognition, and a strong competitive edge.