Innovation and Digitalization
Commitment
To adopt innovation and digital technology to improve work efficiency and develop products that serve the needs of all customer groups.
Materiality
Financial services in the digital age must be convenient, fast and secure and align with the ever-changing financial behavior and needs of customers. The Bank has been adapting to these changes by appropriately and promptly adopting technology and innovation. This includes developing products and services, improving work processes for faster performance and reduced errors, and utilizing resources more efficiently. Furthermore, we prioritize developing the technology skills of our employees and enhancing our technological capabilities to increase competitiveness, reduce operating costs, and build resilience amid technological changes.
Management of Digitalization and Innovation
The management of digitalization and innovation is a cross-collaboration between the Technology Division, the Shared Operation Division, the Innovation Division, the business units responsible for products and services, and other related units. The Technology Division is responsible for developing and enhancing the digital infrastructure to support operations and the development of products and services. The Shared Operation Division leads the integration of technology to improve the Bank’s operational efficiency. The Innovation Division is tasked with researching, developing, and managing technologies that can be applied to the Bank’s business, as well as seeking business partnerships to enhance the Bank’s competitiveness through collaborative innovation and the creation of a digital ecosystem. Collaboration between these various units serves as a catalyst and driving force for creating a user-centric work culture, focusing on the needs of employees within the organization and customers. In addition, we have established Bualuang Ventures to support funding for high-potential SME and startups in Southeast Asia. Bualuang Ventures invests in a wide range of digital technology businesses, including fintech, e-commerce, healthcare services, and agricultural technology, to strengthen and promote the sustainable growth of these businesses, as well as to explore opportunities to enhance the Bank’s technological capabilities in the future.
Technology Initiatives and the Transformation of Working Practices
Increasing competition in the banking sector in the digital era means traditional styles of working can erode the competitiveness of a business. Therefore, we have transformed our working systems and technology capabilities to enhance efficiency and support the development of new products and services as follows:
- Improved the Bank’s core systems, including the transformation of processes and data sets to be interconnected and standardized across the organization, leading to an integrated workflow that is more efficient and cost-effective.
- Transformed the working model to be more agile and efficient, such as adopting an agile approach that focuses on work outcomes, reducing workplace hierarchy, and promoting a Test and Learn culture among employees. This includes encouraging cross-functional collaboration with employees from different units to work together as one team to rapidly and seamlessly develop new products and services.
- Adopted systematic Design Thinking processes to gain a deeper understanding of diverse customer needs and seek optimal solutions to respond to the unique needs of each targeted customer group.
- Created a digital ecosystem in collaboration with our partners and developed digital platforms to connect the Bank with customers, which will lead to the creation of products and services that meet the evolving needs of customers.
- Integrated digital technologies and innovations, including digital applications and platforms, into various divisions of the Bank to enhance operational efficiency, reduce human errors, shorten processing times, and lower costs. This includes the use of Robotic Process Automation (RPA), Optical Character Recognition (OCR), Cognitive Machine Reading (CMR), Artificial Intelligence (AI), and the Microsoft Power Platform.
- Used artificial intelligence technology and big data analytics to analyze customer behavior and to better understand their needs in order to develop customized financial products and services that meet individual or group-specific demands, as well as identifying new business opportunities.
- Modernized digital payment systems to support the rapidly growing cashless society.
We have initiated the Operations of the Future (Ops of the Future) project to enhance operational efficiency, reduce the time required for tasks, and strengthen the digital technology capabilities of business units. We aim for excellence in five key operational areas:
Product and Service Development
We recognize the importance of adopting digitalization and innovation to develop new financial products and services which enables us to explore new business opportunities and expand our customer base. The process of developing new products and services begins with studying the needs of target customer groups, defining objectives and goals, designing and specifying the details of the products and services, and assessing and managing related risks, such as risks associated with personal data protection, cybersecurity, and non compliance with regulatory standards and regulations. This is followed by the development of product and service prototypes, testing with specific customer groups, gathering customer feedback after trials, addressing errors, making improvements until completion, and finally, launching or officially making new products and services available to the market.
In addition, we launched the Tech Adoption Challenge project for the fourth consecutive year to drive the organization’s digital transformation, develop solution developers, and integrate AI technology to enhance operational efficiency and meet customer needs. The initiative also aims to build the capabilities of developers through idea exchange, experience sharing, and consultation with expert mentors within the Bank, transforming innovative ideas into practical solutions. If the projects from Tech Adoption Challenge Season 4 are implemented, they are expected to generate the following business impacts: 1. 84 percent improvement in work efficiency; 2. Reduction of 3,351,673 sheets of paper, equivalent to cutting down 285 trees or reducing greenhouse gas emissions by 19 tonnes of CO2; and 3. Reducing the expense of hiring external developers by approximately Baht 10 million per year.
Product and Service Development
Bangkok Bank Mobile Banking
We continually develop Bangkok Bank Mobile Banking to deliver the best user experience with convenience and modernity to suit customers’ lifestyles in the digital age, while strengthening the security of financial transactions and personal data protection. New features of Bangkok Bank Mobile Banking in 2025 included:
- Offering the "Financial Buddy" menu to provide customers with easier access to the Bank's products and services with personalized product recommendations.
- Adding facial recognition scanning step for fraud prevention when making payments or topping up accounts with a value of a value of Baht 50,000 per transaction (or as specified by the customer) or for total transactions of every a value of Baht 200,000 per day.
- Providing a real-time push notification service for withdrawals from deposit accounts, with no minimum amount and no fees.
- Implementing a QR Code scanning service in Laos for merchants displaying the LAO QR symbol for payment of goods and services.
- Expanding access to scripless bond investments in the secondary market.
- Offering a cardless cash withdrawal service at ATM of Government Savings Bank, Krungthai Bank, and Siam Commercial Bank.
- Providing a debit card usage control feature with the ability to lock and unlock usage by category.
- Offering an application and management service for the Bangkok Bank Travel Card, which supports spending in Thai Baht and 11 other currencies (AUD, CAD, CNY, CHF, EUR, GBP, HKD, JPY, NZD, SGD, USD).
Bangkok Bank Merchant Pro
We have launched Bangkok Bank Merchant Pro, a QR Code payment application, with various features to meet the needs of merchants:
- Easy and secure to use with access via mobile number, password, or facial or fingerprint scanning.
- Real-time data summary via a dashboard showing real-time sales figures and instant daily summaries broken down by payment channel.
- In-app product management, allowing users to add product images and prices, create shopping carts, and generate QR Codes for individual cart payments.
- Convenient for multi-branch stores, allowing multiple employees to handle payments on behalf of each other.
- Payment notifications with instant audible alerts when funds are received in the account.
- Support of cross-border payments such as PromptPay, Visa, Mastercard, UnionPay, Alipay+, and WeChat Pay, facilitating cross-border QR payments for international tourists.
Cross-Border QR Payment
We launched Cross-Border QR Payment services through QR code scanning at merchants abroad via Bangkok Bank Mobile Banking (TH-Outbound) to pay for products and services, which are available 24/7. Payments are deducted from the Thai Baht deposit account linked to Bangkok Bank Mobile Banking using the exchange rate at the time of the transaction. Users receive an e-Slip confirming the transaction immediately upon successful payment. Conversely, merchants in Thailand can also receive payments in Thai Baht from foreign tourists who use mobile banking services of participating banks overseas (TH-Inbound). Currently, this service is available for visitors from nine countries namely Vietnam, Indonesia, Malaysia, Singapore, Laos, Hong Kong, Cambodia, South Korea and China, under the highest security standards to ensure convenient, secure and seamless cross- border payments. Details of our services are as follows:
- Merchant payment acceptance in Thailand (TH-Inbound): This service supports a collaborative network of nine countries: Vietnam, Indonesia, Malaysia, Singapore, Laos, Cambodia, Hong Kong, South Korea and China. Foreign tourists can look for the Cross- Border QR Payment symbol for scanning and paying at merchants across Thailand.
- Payment service via the Bank's mobile banking (TH-Outbound): This service supports a collaborative network of six countries: Vietnam, Indonesia, Malaysia, Singapore, Laos and Hong Kong.
dStatement
We offer digital account statement data transmission (dStatement) via Bangkok Bank Mobile Banking to assist customers who require account transaction information (Bank Statement) as supporting documentation for various purposes, such as loan applications. The Bank can directly transmit this information to another financial institution based on the user’s consent to disclose the data. This service streamlines processes, mitigates the risk of document loss, and reduces processing time and associated costs. Additionally, it ensures robust security in compliance with international standards, utilizing identity verification through the National Digital ID (NDID) platform.
e-Bank Confirmation on Blockchain
We provide electronic financial status certificate issuance services with transmission to auditors via a blockchain platform. This service helps reduce the burden of generating paper-based financial status certificates, alleviates the process of submitting certificates to auditors, and enables auditors to conveniently manage electronic financial status certificates through the platform.
Bualuang e-Guarantee
We issue e-guarantee letters for business owners which help reduce paperwork and provide convenience, speed and security as follows:
- e-Guarantees for Customs This service allows importers to conveniently and quickly provide customs duty guarantees online. This service ensures smooth business operations and timely advice about receipt of imported raw materials, minimizes errors and prevents lost opportunities in the e-Guarantee for Customs Allows import businesses to conveniently and quickly provide customs duties guarantees online. This service ensures smooth business operations, timely receipt of imported raw materials, and reduces the risk of losing business opportunities. production process so that products can be manufactured and exported on schedule.
- e-Guarantees for Government This solution offers guarantee letter issuances for government agencies using blockchain technology to connect businesses with government agencies through the Electronic Government Procurement (e-GP) system of the Comptroller General’s Department.
- e-Guarantees for Business This service offers guarantee letter issuances for businesses through electronic channels which facilitates businesses, helps increase efficiency and reduces paperwork in issuing guarantee letters. Transactions can be completed online, allowing the Bank to promptly issue guarantee letters to beneficiaries.
iCash
iCash is our cash management platform that enables businesses of all sizes, from small enterprises to large corporations, to conduct comprehensive financial transactions online. This includes payment services, liquidity management services, and account services. Users can execute financial transactions and access various reports conveniently and quickly, through the Bank’s website and mobile application. The system is user-friendly and equipped with internationally recognized security standards. It supports login and payment approvals through a token application and provides notifications of pending approval transactions via SMS, push notifications and email.
Bualuang iSupply
Bualuang iSupply is a comprehensive online financial service for trade networks that integrates making and receiving payments for goods with revolving credit to facilitate trade between large business sponsors and their dealers or suppliers. Concerned counterparties can easily, conveniently and quickly conduct transactions and view various reports through the Bualuang iSupply platform under a high security standard, incorporating 2-factor authentication.
iTrade
iTrade is a digital banking service that supports international trade transactions for import and export businesses. It is user-friendly, convenient and fast, with internationally recognized security standards, including 2-factor authentication for identity verification. At present, the Bank is providing letter of credit services whereby customers can apply for letters of credit; make letters of credit payments with their own funds via direct debit or with funds from loan disbursement; and execute international money transfers. In the near future, the Bank will launch a new iTrade system, which will enable customers to engage in all types of international trade transactions.
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