[DigitalToday reporter Ji-young Lee] KakaoBank is using AI technology to further strengthen financial access for hearing-impaired customers.

KakaoBank said on Jan. 19 it has formally opened an AI sign language consulting service to help hearing-impaired customers use financial services more easily and conveniently.

The service began a pilot on Dec. 23 through a chatbot and search functions. It was formally introduced from Jan. 19 in the KakaoBank app under the customer centre menu.

The service was planned based on the idea that sign language, not text, is the most familiar language for hearing-impaired people. Sign language has a different grammar system from standard Korean, making it difficult to understand complex financial terms and work procedures through text-based guidance alone. KakaoBank said it focused on closing this information accessibility gap.

KakaoBank said it is the first in the banking sector to include sign language consulting as a basic feature for frequently asked questions in a mobile app. Hearing-impaired customers can immediately check key finance-related inquiries in sign language, including account opening, card issuance and how to use the app.

To improve the service, it applied a natural language processing model that automatically converts Korean questions and answers into phrases aligned with sign language grammar. It reconstructed extensive financial information to fit the sign language system, and all content underwent cross-verification by sign language experts to ensure accuracy and reliability.

It also introduced a generative AI-based realistic AI avatar to further improve the user experience. In sign language, non-manual signals such as facial expressions, gaze and mouth shape, as well as hand movements, play an important role in conveying meaning. The realistic AI avatar implements natural expressions and movements similar to a real person, providing a familiar experience as if communicating with an actual sign language interpreter.

KakaoBank said, "We prepared the AI sign language consulting service so that anyone can easily understand and use financial information regardless of whether they have a disability," and added, "We will continue to expand technology-based accessibility innovation to reduce blind spots in finance and practise inclusive finance."