KakaoBank Launches Full-Scale Operation of "AI Sign Language Consultation" for Customers with Hearing Impairments

First in the Banking Sector to Provide Key FAQs in Sign Language via Mobile App
Enhancing Accessibility for Financially Vulnerable Groups with Generative AI Technology

KakaoBank is further enhancing financial accessibility for customers with hearing impairments by leveraging AI technology.

On January 19, KakaoBank announced the official launch of its "AI Sign Language Consultation Service," enabling customers with hearing impairments to use financial services more easily and conveniently.

The "AI Sign Language Consultation Service" began pilot operations on December 23, 2025, through chatbot and search functions, and as of today, has been officially introduced in the customer service menu within the KakaoBank app.

Anyone can access the service by selecting "Sign Language Consultation" in the app’s "Customer Service" menu or by entering keywords such as "sign language consultation" in the "AI Search" window. The service is available anytime and anywhere with just a smartphone, without the need for any dedicated device.

This service was planned based on the insight that "sign language, not text, is the most familiar language for people with hearing impairments." Since the grammar of sign language differs from standard Korean, text-based financial guidance alone makes it difficult to understand complex financial terms or procedures. KakaoBank focused on addressing this gap in information accessibility.

KakaoBank is the first in the banking sector to provide a sign language consultation service for "Frequently Asked Questions (FAQ)" within its mobile app as a default feature. Through this, customers with hearing impairments can immediately access information in sign language for key financial inquiries such as opening an account, issuing a card, or using the app.

To enhance service quality, a natural language processing (NLP) model was applied to automatically convert Korean questions and answers into sign language-appropriate syntax. Extensive financial information was reorganized to fit the sign language system, and all content underwent cross-verification by sign language experts to ensure accuracy and reliability of information delivery.

In particular, the introduction of a generative AI-based "realistic AI avatar" has further improved the user experience. In sign language, non-manual signals such as facial expressions, eye gaze, and mouth shapes play a crucial role in conveying meaning, in addition to hand movements. The realistic AI avatar replicates natural expressions and gestures similar to those of a real person, providing users with a familiar experience akin to communicating with an actual sign language interpreter.

KakaoBank expects that this service will enable customers with hearing impairments to independently handle financial tasks without assistance from others, providing a "self-reliant financial experience."

KakaoBank stated, "We have introduced the AI Sign Language Consultation Service so that everyone, regardless of disability, can easily understand and access financial information," adding, "We will continue to expand technology-driven accessibility innovations to reduce financial blind spots and practice inclusive finance."