"AI Reads Your Bills"... SKT Introduces ESG Service

SK Telecom announced on the 12th that it will provide a ‘Spoken AI Bill Guide’ service, where an AI counselor verbally informs all visually impaired customers about their usage charges.

The ‘Spoken AI Bill Guide’ is a service that offers a new customer experience through AI calls with voice guidance, in addition to existing braille bill guides, for the visually impaired and elderly. The AI counselor calls customers to provide detailed information on the total monthly payment, including communication fees, mobile phone installment payments, and additional service charges. This phone-based direct communication service is free of call charges, allowing customers to conveniently check their billing details without the risk of losing or not receiving the traditional paper bill, and eliminates the inconvenience of repeatedly searching for the bill every month.

SKT 'Voice AI Rate Guide' Call Scenario Example
Photo by SKT

This was made possible by utilizing SKT’s AI call platform ‘NUGU bizcall solution,’ which supports voice recognition, natural language processing, and various voice synthesis sounds.

SK Telecom’s subsidiary, F&U Credit Information, conducted a pilot test in June and July targeting a total of 4,000 visually impaired and elderly individuals. The average satisfaction score of all participants exceeded 4 out of 5, with many positive evaluations. Notably, 92% of the visually impaired participants expressed satisfaction with the service.

Starting in September, the ‘Spoken AI Bill Guide’ will be sent to all visually impaired customers under welfare categories in addition to the existing bill guides. The service will be further enhanced by incorporating feedback received during the pilot test.

SKT is promoting barrier-free AI to improve the convenience of life for people with disabilities by leveraging AI capabilities. Since 2021, SKT has applied voice recognition AI technology to ‘Sullivan Plus,’ operated by the social venture ‘Two Art,’ providing a service where a smartphone camera acts as the eyes for visually impaired users. SKT is utilizing AI in various ways to assist people with disabilities.

Hong Seung-tae, Vice President and Head of Customer Value Innovation at SKT, stated, “The ‘Spoken AI Bill Guide’ was planned as part of barrier-free ESG (Environmental, Social, and Governance) activities using AI to provide a more convenient communication life for visually impaired customers. We will continue to leverage AI technology in various fields to enhance customer convenience while striving to realize ESG values.”