Amid full digitalization, AI is rapidly being deployed across core business functions, from customer service and operations to risk management and product development.
irreversible trend
According to a report by Amazon Web Services (AWS) Vietnam, about 61% of Vietnamese companies expect or have already recorded operational improvements and revenue increases thanks to AI, and 58% expect or have already achieved cost reductions due to AI implementation.
According to reports from domestic companies, AI applications are now widely used in various fields. Common use cases include chatbots and virtual assistants to provide 24/7 customer support, automated call centers to categorize requests, electronic know-your-customer (eKYC) systems, and optical character recognition (OCR) for automated data extraction.
Vietnam Post Telecommunications Group (VNPT), a leading AI solutions provider, said AI is playing an increasingly important role in the modernization of the banking sector.
AI not only reduces costs and processing time, but also improves the accuracy and efficiency of complex tasks such as big data analysis, credit risk prediction, and personalized services. Large banks can improve performance by 27-35% with AI implementation. AI has also proven to be highly effective in fraud detection and prevention, helping reduce fraudulent account opening incidents by up to 90%.
VNPT AI has deployed facial recognition (Face ID) solutions to many major domestic and international banks and has processed nearly 2 billion authentication requests to date.
Meanwhile, FPT Corporation has partnered with global companies to develop an AI agent that can assist users anytime, anywhere. In customer service centers, approximately 70% of general inquiries and service requests are currently handled by AI systems, with the remaining 30% left to human staff. As a result, labor productivity per employee tripled.
According to representatives of Viettel AI, part of the Military Industry and Telecoms Group (Viettel), AI is no longer limited to large, capital-intensive enterprises, but is now widely adopted across enterprises. Common applications include customer service, network operations, and internal management. Customers can interact with chatbots and voicebots to request service or report issues, while many free AI tools are increasingly being used by individuals as personal assistants, effectively acting as a “second brain.”
Pillars of growth and development
As AI changes the future of the economy, mastering core AI development capabilities is critical for any country. Recognizing this trend, many companies are aiming to develop sovereign AI to address Vietnam’s unique challenges.
Huynh Quang Liem, general director of VNPT, said the group started making strong and deliberate investments in AI seven years ago, developing a large-scale model that can be rolled out nationwide. Along with its infrastructure, VNPT AI brings together over 200 well-trained AI and data science experts.
To date, VNPT has built more than 100 specialized AI models, processed more than 2 billion requests, and served approximately 40 million users, while partnering with more than 200 companies and many state agencies. In late 2025, the Group established VNPT AI to integrate its AI capabilities and highlight its determination and commitment to drive a “data-driven, AI-first” transformation strategy.
According to an analysis by Viettel AI, Vietnam ranks as one of the countries with the world’s most active users of social media and digital platforms, generating vast amounts of data, which is a rich resource for AI development. However, much of this data is held by large foreign technology companies. Building strategies to leverage such data for AI training could enable the creation of models that are better tailored to local users, while increasing domestic technological capabilities.
Viettel is therefore developing a sovereign AI ecosystem, focusing on high-performance computing infrastructure and basic AI models supported by advanced platforms such as Nvidia, the company said.
At FPT, AI is one of our five strategic pillars for future growth. Le Hong Viet, CEO of FPT Smart Cloud, said the group aims to master AI for Vietnam and has developed the AI Factory platform.
Initially designed for non-technical staff, the platform allows individuals to build their own virtual assistant. We also help developers and researchers create, fine-tune, and commercialize AI models.
FPT therefore proposed that governments introduce mechanisms to accelerate AI adoption across enterprises, allowing all enterprises, not just technology companies, to leverage AI based on their readiness and needs. It also called for stronger public-private partnerships to expand access to computing power for people, researchers, and businesses from all walks of life. VNA
