📋 Tender Overview
In the context of AI and automation shaping the banking industry, TPBank believes that sustainable competitive advantage does not lie in processing speed or technology, but in the ability to understand customers needs and actual experiences. Download TPBank Chairman of the Board of Directors Do Minh Phu When technology is properly placed in the role of humanity Artificial intelligence (AI) and automation are profoundly changing the finance and banking industry. Processes that once took days to process can now be completed in just minutes; Complex operations are reduced to just a few touches on the screen. In that context, technology is no longer the exclusive advantage of a few organizations, but is gradually becoming the new standard for the entire industry. As the gap in speed and accuracy is increasingly narrowing, the important question is no longer which bank processes faster, but which bank brings a more meaningful experience to customers. At the 2026 Annual General Meeting of Shareholders of Tien Phong Commercial Joint Stock Bank (TPBank), TPBank Chairman of the Board of Directors, Do Minh Phu, shared a remarkable opinion: We can automate the process, but not automate customer understanding. This statement reflects how TPBank views the role of technology: AI helps the bank operate faster, more accurately and more consistently, but the final decision on experience quality must still come from empathy and the ability to put yourself in the customers shoes. At the same time, this is also the philosophy that shows that TPBank does not consider technology development as an ultimate goal, but using technology to improve customer experience is the ultimate goal. As customer needs continue to change and expectations for financial services are increasingly high, banks must constantly research, test and apply new solutions to serve customers better every day. Therefore, every customer experience is refined down to every detail: TPBank builds an information reception system that responds quickly to customer opinions - and strictly regulates response times; Every small point on the application interface is measured based on customer psychology and behavior. A young customer in Hanoi shared that transferring money is now like sending a text message. When she receives payment content via text message, she just needs to copy the information and paste it into the ChatPay feature on the TPBank application. The system automatically identifies the account number, amount and transfer content, completing the transaction in just a few seconds after the customer clicks to confirm the transfer. Similarly, with periodic electricity, water or internet payments, the application can proactively replace the user after just one installation command. For frequent transactions, the system prioritizes displaying familiar recipients and suggests amounts based on recent history, making operations faster and more convenient. This approach is also extended to services such as opening accounts, issuing cards or applying for loans. Thanks to eKYC, OCR, biometrics and process automation, many services that once required days of processing can now be completed in just a few minutes. At a deeper level, TPBank develops applications in the direction of understanding customers more than just processing transactions. Data and AI are used to identify behavior, predict needs and proactively provide appropriate suggestions at each time. Thanks to that, the experience does not stop at right and fast, but moves towards right time and right need - creating a feeling of being understood, instead of just being served. TPBank is currently one of the banks with a high level of digitalization in the market, with 99.5% of transactions performed on digital channels. Download TPBank customers can successfully open a card right on the app instead of having to wait a few days. Technology to improve operational efficiency and create a breakthrough in AI experience is also widely applied in many internal systems and processes. Many years ago, when the AI story had not yet become a trend, TPBank established an AI center specializing in researching and applying AI to products and services, as well as banking operations - with the orientation of becoming the first AI Bank. This early step has created clear results, as the banks AI application products are becoming a strength and creating a different positioning compared to the general market level. Internal digital innovation competitions are annual activities to encourage each employee to bring small ideas to create big changes, in which AI application initiatives that bring breakthrough efficiency are always highly appreciated. To date, 100% of the banks units have applied AI to daily operations to improve work efficiency. In 2025, TPBanks consolidated pre-tax profit will reach VND 9,203 billion, an increase of 21% compared to the previous year; Total assets exceed 505 trillion VND. Business activities maintained balance with credit balance increasing by 18.08%, market mobilization 1 increased by 21%, ensuring liquidity and stable capital for growth. These numbers show the ongoing process of long-term investment in technology and operational optimizationcreating clear efficiency. Technology, including AI, helps TPBank serve faster, more accurately and more consistently. But the banking experience is not only determined by speed or accuracy. A transaction can be completed in a few seconds, but what customers remember is the feeling during the interaction: whether they felt convenient, supported at the right time and understood. As TPBank Chairman of the Board of Directors, Mr. Do Minh Phu, once emphasized: Experience is not just processing logic, but the customers feeling in each interaction. And that feeling cannot be completely programmed. From that perception, TPBank chooses a cross-cutting principle. throughout: the more technology develops, the more important the role of humans becomes. A
