Chapter 4 - The transformation of Tech

Data and analytics (DnA)

“This year DnA proudly spearheaded innovation, using advanced analytics, Generative AI and large language models to enhance the Bank’s decision making and significantly boosting productivity”

Santhosh Mahendiran

Chief Data and Analytics Officer

Overview

We grew revenue ~VND 750 billion using top-quality data and models providing superior leads and conversion rates and better customer lifecycle management.

Our data strategy revolves around three key objectives: generating revenue, enhancing productivity and driving innovation. These are at the heart of our decision making and operational processes.

In an outstanding year, Techcombank’s Data and Analytics (DnA) division significantly advanced our analytics, improved our campaigns and increased revenue. We fortified data accessibility and governance, reinforcing our commitment to integrity and innovation and propelling the Bank’s continued success.

As we progress into 2024, Techcombank’s focus on data has never been more crucial. We’re excited to see how these advancements continue to shape our future

2023 Highlights

1. Boosting revenue

Techcombank’s sophisticated data analysis, including superior underwriting techniques and model-building techniques, have significantly boosted revenue.

Supported 17 +

strategic and business-as-usual initiatives

VND 750 billion

revenue growth, using top-quality data and models

Supported 70+ business campaigns

enabling better customer targeting and improved marketing strategies

2. A lot more productive

We are the first Vietnamese bank and one of the first banks globally to build its own chatbots and language translation tools using Generative AI (GenAI) and large language models (LLMs). This puts us ahead of the large-scale industrial global banks. DnA’s new tool suite significantly reduces time on repetitive tasks and improved accuracy and service levels across our operations and workforce.

500

new automated dashboards

Zickoi

LLM translation tool that replaced Google Translate, developed by Techcombank

3. Leading edge innovation

Techcombank prides itself on being at the forefront of technological innovation. In 2023, we were able to take open source, LLMs from Llama, and customise them in-house to build our own tools and models.

Smartie
Innovation competitions

4. Innovation through our 'data brain'

Techcombank’s 'data brain' puts us at the forefront of AI innovation. This collaboration between world-class experts and our own skilled Vietnamese professionals analyses billions of data points using machine learning to better understand customer needs from daily transactions to mobile app use. The ‘data brain’ personalises itself to each customer’s unique circumstances across all interactions on every channel.

2024 focus

We want to:

Take our GenAI and LLMs to the next level, driving Bank-wide AI competence (literacy)
Implement GenAI and LLM models at scale, driving an ‘AI First Bank’
Improve the productivity and success of our nearly nearly 12,000 employees and customers
Promote data literacy and analytics awareness
Embed AI into everyday use, eliminating fear of it and encouraging its safe, ethical and transparent use.