Self-Service Banking: When AI Helps Customers Do Everything for Themselves

Self-service in the banking sector has been familiar to Vietnamese users for many years — from withdrawing cash at ATMs to transferring money via Internet Banking.
During the peak of the COVID-19 pandemic, customers were forced to shift to digital transactions for safety, accelerating the growth of modern self-service models.

Virtual assistants & chatbots – the “digital employees” of modern banks

At the heart of today’s self-service banking model are virtual assistants, chatbots, and more recently callbots — all powered by AI. These tools can:

• Understand customer requests through natural language

• Respond instantly 24/7, even at midnight

• Handle multiple tasks simultaneously, from account opening and information queries to loan consultations

In Vietnam, many major banks have already adopted these technologies:

TPBank: T’aio virtual assistant on the eBank app supports balance checks, payment reminders, and guides users through online account opening.

MB Bank: An in-app assistant helps users look up loan information, receive repayment reminders, and offers faster suggestions by learning user habits.

VPBank: Website chatbot assists customers with product registration, statement queries, and 24/7 support.

Benefits of self-service banking

Self-service doesn’t just empower customers—it also brings clear advantages for financial institutions:

• Faster response time: Customers receive information within seconds instead of waiting for a call center.

• Lower operating costs: Chatbots can handle hundreds of thousands of requests daily, reducing the load on support teams.

• Higher customer satisfaction: A Zendesk 2024 global survey shows 77% of users find AI helpful for simple issues.

Suggested solution: CXBOT – The intelligent virtual assistant ecosystem

For organizations in banking, insurance, retail, healthcare, technology, and more looking to build a modern self-service system, CXBOT by Viettel Customer Service is a strong choice.

CXBOT includes:

• Chatbot: Automated responses, query handling, simple task processing

• Callbot: Automated outbound/inbound calls for customer care, surveys, reminders, debt collection, service recommendations

Plus many other advanced capabilities.