Transfer money by voice with VoicePay - the financial ‘Siri’ form on the TPBank app

In a series of digital banking applications, customers are now able to use an unconventional method of money transfer - VoicePay. Previously, this exciting technology seemed to only exist in futuristic tech movies, but TPBank has made it a reality and established a new transaction style right on the TPBank app, convenient and simple with the slogan “You speak, App transfers money”

Thuy Tram, 27 years old, runs a small business and regularly transacts with partners. Many times while driving, but needing to urgently transfer money to a supplier, she had to stop by the side of the road, open the banking app and manually perform the transfer operation. Since becoming a TPBank customer, things have become simpler for Tram. She just needs to activate the VoicePay feature of the app and speak. The TPBank app will perform all the steps of the transfer and use facial authentication. As a result, transactions can still be done even when Thuy Tram is driving or not ‘free-handed’ to hold her phone.

To transfer money using their own voice, millions of TPBank app users just need to click on the small micro icon of VoicePay on the app screen, read the transfer command as instructed, and the TPBank app will automatically convert the transfer command from voice-to-text, then authenticate the transaction with facial biometrics and voice recognition. Customers don’t need to touch the screen after activating VoicePay.

As a bank that always puts customer experience at the center, TPBank takes understanding as a guiding principle for developing service products. When transferring money using financial apps has become almost a daily habit and demand, VoicePay is one of many products created according to the motto “most convenient for users”, so that TPBank’s customers can “communicate” with the banking app like using virtual assistants on phones such as Siri/Google Assistant/Alexa.

Identifying technology as leverage for the development of the bank, TPBank has early researched and developed many advanced initiatives, updated according to international standards of the world’s largest technology companies, including voice recognition platforms. In the 2017-2018 period, TPBank was the first and only bank to grasp and apply this technology in identifying customers on the Call Center channel, helping customers not to answer security questions, shortening call time.

Hidden inside VoicePay - the second generation product on voice recognition platform - is a series of leading technologies integrated by TPBank, including AI NLP (Artificial Intelligence Natural Language Processing). This technology allows AI to understand natural language conversation of customers without specific structure. At the same time, VoicePay also integrates “Voice to Text/command” technology, turning voice into command language for the application and Big Data/Machine Learning that helps constantly improve accuracy and understand customers better. On the other hand, VoicePay also integrates voice recognition capability to increase security, becoming a separate authentication method for each customer.

In the future, TPBank will integrate VoicePay and a range of other natural communication features such as Smart Search, Voice Command, into the personal financial assistant platform on TPBank Digital Bank. The ambition of the Purple Bank is to create its own “Siri” for the TPBank Mobile app to help customers perform financial operations more simply and conveniently. Tai’o is TPBank’s virtual assistant - the earliest chatbot in the banking industry. Thanks to the combination of AI, Bigdata, NLP, Tai’o can serve customers 24/7 on channels like Zalo, website,… to answer queries and quickly perform simple tasks like card locking, card loss reporting. Currently, when visiting TPBank’s digital space exhibition, Tai’O will be the customer’s guide, introducing services and important milestones of the bank.

Pioneering financial technology

VoicePay and Tai’O are just a few of the many pioneering features that TPBank has brought to customers, changing the way they communicate with financial services. The Purple Bank has opened up a series of new utilities for customers to access, such as ChatPay - simple money transfer with chat interface, nickname/shopname account instead of boring number strings, widget on phone to quickly access the utilities of the TPBank Mobile app,… For business customers, shops, small and medium enterprises, TPBank constantly updates new features on the TPBank Biz platform with many utilities such as online guarantees, digitized documents or new solutions like Biz Ecosys, Biz Connex,…”

A series of prominent digital service products are being and will continue to be exploited by the bank based on leading technologies such as AI, Big Data, Machine Learning,… strongly and widely applied to all core banking services: payment, credit, deposit. With a diverse ecosystem, connected to many services, the bank brings seamless experiences and benefits to users in the digital space. The connection between TPBank’s digital financial solution and the comprehensive digital ecosystem in other areas of life brings great experiences for customers in the future digital society.

Every new technology implemented by TPBank aims at the criteria of being the most modern, timely, and best addressing user needs. This philosophy has become TPBank’s digital DNA, helping the bank step firmly on the digital transformation journey to create differentiation and leadership. TPBank, with a team of technology research and digital experience, always believes that attention to customer experience is shown through deep understanding, with special, convenient, and useful digital solutions that can touch the heart.