[비즈한국] KakaoBank323410 has officially launched a 'sign language counseling service' using an AI avatar, a first in the financial sector. Following a pilot operation last year, it was officially introduced on January 19th. As AI-based counseling services become more common, the scope is expanding beyond text and voice to include 'sign language.' However, it remains to be seen how effective the AI sign language counseling service will actually be.
KakaoBank is the first bank to equip its mobile app with a sign language counseling service. It began a pilot operation in December last year and officially launched the service on the 19th. By introducing an AI avatar, sign language hand gestures, gaze, and lip movements are all used to convey meaning. The key is that the AI can communicate just like a real-life sign language interpreter with expressions and movements similar to those of a real person.
KakaoBank stated, "We established the AI sign language counseling service so that anyone, regardless of whether they have a disability, can easily understand and use financial information," adding, "We will continue to expand technology-based accessibility innovations to reduce blind spots in finance and practice inclusive finance."
The introduction of AI sign language services is being promoted across the industry. Samsung Electronics005930 has decided to provide tactile stickers and dedicated services to visually impaired customers as it incorporates AI into its field services on a large scale. An 'AI sign language position auto-detection' feature has also been introduced for TVs used by the visually and hearing impaired.
Local governments and public institutions are also actively introducing AI-based sign language services. Recently, Seongdong-gu established an AI avatar sign language guidance service in major welfare facilities. This allows users to view information about the facilities through sign language videos of avatars. The National Pension Service has also introduced services such as AI sign language video guidance.
The 120 Dasan Call Foundation of Seoul signed a Memorandum of Understanding (MOU) with KL Cube, which established the AI avatar sign language guidance service in Seongdong-gu. They plan to research AI-based sign language counseling services for the hearing impaired.
Last year, the Seoul Metropolitan Council passed an ordinance amendment for AI sign language translation. This has paved the way for the Seoul Sign Language Interpretation Center to provide AI-based sign language translation services.
As AI counseling services become more sophisticated, 'sign language services' are also being introduced through AI. In the industry, startups showcasing technologies based on AI, such as sign language and sign language translation, are receiving attention. However, it remains to be seen how effective these will be, as existing AI counseling services have not received a high level of positive response from users.
Experts point out that while they agree with the purpose of introducing such technology, it must be accompanied by effectiveness. Lee Eun-hee, a professor in the Department of Consumer Science at Inha University, advised, "The introduction of sign language services is positive. However, in the case of AI counseling, there are many times when consumers do not feel the utility of having received the answer they wanted. It is still difficult to replace real people with simple and repetitive answers, and in some cases, it even exacerbates consumer dissatisfaction. I believe that we should go beyond simple information guidance and apply sufficiently trained AI in stages so that it can understand the context of complex consultations."