Techcombank reaches world-class operational excellence with Akabot automation platform

CLIENT

Techcombank was established in 1993 with an initial charter capital of VND 20 billion and is now one of Vietnam’s leading joint-stock commercial banks in terms of capital scale and operational efficiency. With a network of more than 300 transaction offices across 46 provinces and cities, Techcombank serves millions of individual and corporate customers through a comprehensive portfolio of financial services including deposits, lending, payments, cash management, investment, foreign exchange, and digital banking solutions.

Techcombank is committed to innovation and enhancing customer experience, with a strong focus on digital transformation, service personalization, and sustainable value creation for the community. The bank has continuously received prestigious international awards such as “Best Bank in Vietnam” (Euromoney, Global Finance), “Best Workplace in Asia” (Great Place to Work), and was ranked among the Top 200 global banking brands with a brand value of nearly USD 1.4 billion (Brand Finance 2023).

Techcombank’s IPO in 2018 raised more than USD 900 million, marking an important milestone that reinforced the bank’s reputation and attractiveness in the international capital market. With a long-term vision, the bank aims to become a leading financial institution driving digital transformation and supporting the sustainable growth and prosperity of customers and the Vietnamese economy.

Outstanding achievements from sustainable collaboration

In June 2025, Techcombank became the first and only bank in Vietnam to win the Celent Model Bank Awards in the “Operational Excellence” category. This achievement was closely linked to a structured automation journey implemented over three years (2022 – 2025) on the Akabot platform developed by FPT Corporation. Choosing a domestic solution enabled Techcombank to customize implementation flexibly according to its existing strategy and systems, while reducing dependence on foreign technologies.

Techcombank and Akabot’s automation journey

Automation and digitalization are among Techcombank’s three key pillars in its digital transformation strategy. Since 2022, Techcombank has implemented automation solutions with the support of akaBot – the first “Make in Vietnam” automation solution to be ranked in the Everest RPA PEAK Matrix report, listed among the Top 20 global RPA solutions in Gartner Voice of Customer, and recognized as an RPA Leader by G2 for multiple years. Starting from a collaboration model between Techcombank’s IT team and Akabot, the bank has gradually evolved into a self-deployment model. To date, Techcombank has applied automation at scale across more than 100 processes and 11 business units.

RESULTS

Improving operational efficiency and employee experience

From 2022 to 2024, the automation project helped release more than 586,000 working hours for Techcombank employees by eliminating repetitive manual tasks and reducing operational pressure caused by human error.

The bank estimates savings of more than VND 20 billion in labor costs while optimizing HR policies by transforming employee roles instead of reducing headcount. According to the bank’s Employee Engagement Survey (EES) and Pulse Survey, employee engagement in 2024 reached 84%, up 2% compared to 2023, while 94% of employees reported pride in working at Techcombank. These results highlight the importance of digital transformation projects in motivating employees and fostering a culture of innovation across the organization.

To achieve this operational excellence, the Akabot platform demonstrated outstanding capabilities:

• Bot accuracy exceeding 99%
• Large-scale data processing capacity, handling reconciliation of tens of millions of records within 15-20 minutes
• Ability to process diverse input data
• Faster implementation compared to many other technology projects, with large processes developed within 1-1.5 months on average
• Broad integration capabilities with legacy banking systems such as Kondor, VFX, and CMS

Optimizing customer experience

Applying automation to customer service processes significantly reduced SLA processing times. For example, some card operations processes can handle 600 – 1,200 requests per day with an SLA of under one hour per request.

Requests that previously required one to two days can now be completed within the same day or within four hours. By using bots to automatically process card-related requests, the bank has strengthened compliance, minimized risks of information leakage or fraud, and enhanced transparency, safety, and security for customers.

CONCLUSION

From strategic thinking to practical implementation

Supporting Vietnam’s non-cash payment development strategy for 2021 – 2025 and the State Bank of Vietnam’s vision for building an “intelligent digital ecosystem in the new era” from 2025 – 2030, Techcombank has become one of the pioneering banks accelerating automation to meet growing customer demands and improve employee experience. This approach has enabled the bank to redefine financial services and strengthen its leading position in the industry.

Moving toward enterprise-wide automation – across departments and throughout the entire bank – is also an important step in completing this digital ecosystem.

Choosing a trusted platform and technology partner

Expanding automation and integrating AI

Techcombank successfully built a “Human & Bot Collaboration Center” on the Akabot platform, where employees and virtual robots collaborate to optimize operations. Bots handle repetitive tasks such as reconciliation, card processing, and data verification with high speed and accuracy, while employees focus on supervision, optimization, innovation, and more strategic activities.