Chatbots in the banking sector- Current status and trends in Vietnam

Abstract

The use of artificial intelligence has developed rapidly in many fields in the digital era, such as education, healthcare, etc., including the banking sector. A chatbot is an artificial intelligence-based computer program that can process conversation via text or voice in one or many different languages ​​based on 'natural language processing' (NLP). Chatbot can help banks significantly save operating costs of customer service, collect customer information, and improve customer service quality. This research uses synthesis and analysis methods, based on data collected from Vietnamese commercial banks from 2018 to 2021, to clarify the concept and outstanding benefits of chatbots. The future development of chatbots in banking sector is then discussed to help Vietnamese banks improve their competitiveness in the digital era.