Vietnam – The State Bank of Vietnam (SBV) is tightening oversight of artificial intelligence in banking, mandating that banks and e-wallet providers inform customers before AI systems are used in direct interactions.
A report by Việt Nam News says the move comes in a draft circular on safety, risk management, and conditions for AI deployment in banking, issued amid a surge in financial transactions, especially during the Tết (Lunar New Year) holiday.
Under the draft, banks and intermediary payment service providers must notify customers before using AI-powered tools such as virtual assistants, automated hotlines, and chatbots in customer communications.
Institutions are also required to inform users if AI is used for emotion recognition or biometric classification. Any content generated by AI—including images, audio, or video—must be clearly disclosed to avoid misunderstandings.
Notably, Việt Nam News reports that the draft bars banks from using AI to exploit customer vulnerabilities related to age, disability, or financial hardship when marketing high-risk or unsuitable financial products.
Customers will have the right to file complaints against decisions made by AI systems, with banks required to assign human personnel to review and handle such cases.
The new regulations are expected to take effect in March, while AI systems already in operation will have until September 2027 to comply.
The central bank said the framework is designed to manage risks from the rapid growth of AI in banking, ensure fair treatment of customers, and protect vulnerable groups.
