Vietnam-based financial institution Techcombank has implemented the Databricks’ data intelligence platform to advance its data and artificial intelligence (AI) transformation across the organisation.
The latest move is part of Techcombank’s broader investment in digital technologies and talent, as outlined in its 2021-2025 transformation plan, aiming to unlock the potential of data and AI to enhance customer value and drive sustainable growth.
According to Techcombank, the company has worked for the past three years to consolidate its data sources and migrate them to the cloud, establishing a comprehensive ‘data brain’ across the organisation.
By adopting the Databricks’ platform, the bank will now be able to unify data from more than 50 systems more efficiently, improve governance, and streamline its daily analytics processes.
This integration will allow the use of advanced analytics tools and AI to provide customers with more tailored and meaningful services.
The Databricks platform enables users to integrate their data with advanced AI models suited to their business needs. Built on a foundation of open data formats and governance, the platform ensures that all data remains under the customer’s control.
At Techcombank, this will power its ‘customer brain’, an internal tool that consolidates customer data and offers insights for targeted marketing strategies and personalised product offerings.
By analysing customer behaviour and preferences, the bank aims to deliver solutions that are timely and contextually relevant, improving customer satisfaction and engagement across both digital and physical channels.
Databricks ASEAN and Greater China vice president and general manager Cecily Ng said: “Unifying a vast amount of company data across numerous systems is critical for companies to apply AI and derive data intelligence to truly deliver meaningful insights for more personalised and tailored services.
“This positions Techcombank to lead the digital transformation in Vietnam’s banking industry, setting a new benchmark for customer-centric AI-led banking.”
Currently, Techcombank operates over 45 advanced machine learning models to predict customer needs. The bank has also deployed MLflow to manage the lifecycle of these models, and Unity Catalog to govern centralised data.
By the next year, Techcombank plans to expand this, centralising thousands of machine learning features on the Databricks platform to enhance its predictive analytics capabilities.
The Vietnamese bank has implemented an AI-driven lead management system called ‘Lead Allocation Curated Engine (LACE)’ to optimise lead distribution, providing relationship managers with enhanced insights to support business growth.
Additionally, an AI-powered tool called GeoSense helps Techcombank’s frontline staff identify small businesses and merchants to bring them into the bank’s digital ecosystem. Furthermore, machine learning models on the platform assist in fraud detection and improve credit risk assessments, strengthening the bank’s security.
Through Databricks’ data intelligence platform, about 1,000 employees have access to data, democratising data usage beyond IT teams.
Techcombank chief data and analytics officer Santhosh Mahendiran said: “With over 14.4 million customers and a network of 315 branches, Techcombank processes vast volumes of data across its operations to make customer-centric and data-driven decisions.
“Databricks provides the technological foundation we need to unify all our data and advance our data analytics and AI capabilities. This will enable us to unlock more advanced AI use cases, enhance the customer experience and drive business growth.”
