Automation and digital transformation are crucial to staying competitive as the banking sector evolves. This blog will guide you through automation trends and strategies for 2025, focusing on AI, RPA, and other technologies that enhance efficiency and improve customer experiences, driving growth and innovation in the industry!
Table of Contents
Global technology trends in the banking industry 2025
Hyper-personalization AI
Improving customer experience is an essential aspect of banking. AI-powered tools are revolutionizing how banks meet customer needs by providing hyper-personalized services based on customer preferences and behaviors.
A study by Google and Storyline Strategies found that 72% of consumers are more likely to remain loyal to brands offering personalized experiences. Similarly, BigCommerce reports that 72% of consumers are willing to share personal information in exchange for such tailored services. This highlights the growing demand for deep personalization, with generative AI enabling banks to offer customized financial advice and product recommendations that cater to individual preferences.
Cloud
Cloud technology has become a crucial tool in the banking and capital markets sector, especially after demonstrating its value during the disruptions caused by the COVID-19 pandemic.
According to PwC’s 2023 Cloud Business Survey, 95% of banking and capital markets respondents are either entirely on the cloud or will be within the next two years. PwC highlights several vital benefits of cloud-powered banking, including improved decision-making, enhanced agility, and innovation, as well as the ability to create new revenue streams. However, only 12% of banks are truly cloud-powered, defined by their ability to achieve measurable ROI across various metrics. This presents significant growth opportunities for banking companies in 2025, as they consider cloud technology to drive future expansion.
Open Banking
Open banking is revolutionizing the financial sector, driving competition and innovation while offering more diverse financial services. It empowers customers to share financial data across multiple providers easily. At its core, open banking relies on API integration, which facilitates seamless data exchange and fosters collaboration among financial entities, enhancing operational efficiency.
The Payers reports that paying by bank is most popular among 18-29-year-olds, with 36% using it weekly. With increasing spending power, this younger demographic presents a significant opportunity for businesses to focus on open banking for growth.
Privacy-enhancing technology
For financial services firms, Privacy-Enhancing Technologies (PETs) enable secure, privacy-preserving, and efficient data usage, driving intelligence-led decisions within critical timeframes. These technologies also support ML in unlocking the full potential of AI, which is becoming increasingly crucial for businesses.
Gartner predicts that by 2025, 60% of large organizations will implement at least one PET technique in analytics, business intelligence, or cloud computing. This trend highlights the growing need for businesses to adopt these technology solutions early.
Intelligent automation
Intelligent automation (IA) represents the next evolution of traditional automation, merging artificial intelligence (AI), robotic process automation (RPA), and other advanced technologies to automate complex business processes. Unlike RPA, which focuses on rule-based tasks, IA leverages AI to enhance decision-making, learning, and judgment, enabling it to handle tasks that require analysis and human-like reasoning, all without the need for human intervention.
A Forbes report revealed that by 2019, nearly 85% of banks had adopted IA to accelerate core functions. According to Business Insider, automation is projected to save banks over $70 billion by 2025, which is expected to rise as new technologies emerge. This trend will help the banking sector improve efficiency, enhance operations, and reduce errors moving forward.
Use cases of intelligent automation in the banking industry
To gain a deeper understanding of the potential of IA, let’s examine several key use cases, each highlighting how IA is transforming the banking sector.
- Account opening and onboarding: IA streamlines data entry, customer verification, and KYC processes using RPA, Intelligent Document Processing (IDP), and Machine Learning (ML) to automate tasks, ensuring faster onboarding and compliance.
- Loan application: Traditional paper-based loan applications are enhanced through IA by automating data collection, credit assessments, and document verification, with IDP, RPA, AI, and ML improving accuracy and decision-making.
- Anti-money laundering (AML) prevention: IA reduces the time spent on AML investigations by automating data collection and analysis, using RPA and AI to detect suspicious activities quickly and accurately.
- Customer service: IA improves customer interactions by automating queries through AI-led chatbots, enhancing engagement with 24/7 service and personalized recommendations.
- Regulatory compliance: IA helps banks meet regulatory requirements by using RPA, AI, and IDP to monitor compliance, track regulatory changes, and process legal documents efficiently.
Lessons from successful baking digital transformation cases with intelligent automation
Exploring successful banking transformations with intelligent automation reveals key strategies and technologies that drive efficiency, growth, and innovation. Let’s dive in!
TPBank
Challenge:
- A delicate balance between cutting costs and maintaining operational efficiency.
- Faced with the pressure to optimize operations at one of Vietnam’s fastest-growing banks.
What they did:
- Conducted Proof of Concept (PoC)
- Launched pilot testing
- Mass implementation across the organization
- Established RPA
- Scaled automation solutions throughout the business
- Integrated IA for enhanced efficiency
Highlight Results:
- Saved 93,213 man-hours annually
- Reduced human errors by 98%
- Received 92% positive feedback from business units
- Doubled ROI
▶ Learn more about the case study: LINK
HDBank
Challenge:
- The dilemma of reducing costs while maintaining high-quality service.
- Faced with numerous manual and repetitive tasks that required high processing speed and accuracy.
What they did:
- Approved arriving CITAD transactions
- Addressed call center queries
- Cross-checked employee timekeeping data
- Reviewed remittance transfers
- Corrected document errors
- Completed document processing
Highlight Results:
- Reduced processing time by 70%
- Automated bots handled 40 types of errors
- Reduced workload by 30%
- Enabled continuous, non-stop CITAD processing across 3 different sites
▶ Learn more about the case study: LINK
Key takeaways from the case
Both TPBank and HDBank chose intelligent automation solutions tailored to their needs. The implementation process included pilot testing to evaluate effectiveness, a clear roadmap for scaling from fast-to-mass adoption, and seamless integration with multiple intelligent platforms and existing IT infrastructure. Both banks chose FPT akaBot, with its extensive experience in banking automation, professional team, and advanced automation capabilities, which played a key role in their success.
akaBot (FPT) is a leading automation solution provider in Vietnam, serving over 4,000 businesses across 21 countries. Specializing in technologies like AI, IDP, OCR, and Machine Learning, akaBot helps companies to accelerate digital transformation. It has earned accolades such as “Major Contender” by Everest Group RPA PEAK Matrix® (2023, 2024), “Voice of the Customer” by Gartner Peer Insights, and a Top 6 Global RPA Platform ranking by Software Reviews.
Let akaBot accelerate your digital journey. Contact us today for a smarter future!
akaBot (FPT) is the operation optimization solution for enterprises based on the RPA (Robotic Process Automation) platform combined with Artificial Intelligence, Process Mining, OCR, Intelligent Document Processing, Machine Learning, Conversational AI, etc. Serving clients in 21+ countries, across 08 domains such as Banking & Finances, Retail, IT Services, Manufacturing, and Logistics…, akaBot is featured in “Voice of the Customer” for Robotics Process Automation” by Gartner Peer Insights, G2, and ranked as Top 6 Global RPA Platform by Software Reviews. akaBot also won the prestigious Stevie Award, The Asian Banker Award 2021, Everest Group’s RPA Products PEAK Matrix® 2023, etc.
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