보험상담 분야의 챗봇활용과 지속이용 간의 관련성 연구

김선규 한국지식정보기술학회 2022 한국지식정보기술학회 논문지 Vol.17 No.3

The development of information and communication technology and the improvement of data processing capabilities are coming to us from various parts of society in a different way from the past. At the heart of this, improving the processing power of computers has created technological advances that enable both server-side and client-side service delivery. When talking about information and communication technology, artificial intelligence technology is in the spotlight as a tool that can generate application possibilities and innovation results through it in many fields. In particular, artificial intelligence (AI) stands at the center of the human labor force, which will be the introduction of chatbots for customer counseling such as banks and shopping malls and consumer counseling. In particular, chatbots provide a cost-saving effect for companies and a win-win effect for customers who are consumers. In response to this trend of the times, this study seeks to clearly confirm whether the introduction of chatbots benefits both companies and consumers, or rather a tool to increase dissatisfaction and deepen customer dislocation. It is very meaningful at this point to find out how satisfied the reality of being accustomed to the kind response of counselors is with the consultation of chatbots implemented by artificial intelligence and the intention to continue to use them. This study selects the characteristics of chatbot counseling as accurate counseling, rapid counseling, infinite counseling, visual and auditory counseling, and applies these factors to counseling satisfaction. To this end, we conduct prior literature studies to establish models and hypotheses of the study and describe its theoretical background. The research survey was conducted on consumers who experienced the use of chatbots in various counseling processes such as bank counseling, shopping mall counseling, and insurance counseling. The research model and research theory were verified by statistics. The statistical program SPSS 23.0 was used for demographic analysis and research reliability and feasibility testing of survey respondents, and the research hypothesis was tested using AMOS 23.0 for structural relationship analysis between each variable.

감정분석 기반 심리상담 AI 챗봇 시스템에 대한 연구

안세훈(Se Hun An),정옥란(Ok Ran Jeong) 한국IT서비스학회 2021 한국IT서비스학회지 Vol.20 No.3

As artificial intelligence is actively studied, chatbot systems are being applied to various fields. In particular, many chatbot systems for psychological counseling have been studied that can comfort modern people. However, while most psychological counseling chatbots are studied as rule-base and deep learning-based chatbots, there are large limitations for each chatbot. To overcome the limitations of psychological counseling using such chatbots, we proposes a novel psychological counseling AI chatbot system. The proposed system consists of a GPT-2 model that generates output sentence for Korean input sentences and an Electra model that serves as sentiment analysis and anxiety cause classification, which can be provided with psychological tests and collective intelligence functions. At the same time as deep learning-based chatbots and conversations take place, sentiment analysis of input sentences simultaneously recognizes user’s emotions and presents psychological tests and collective intelligence solutions to solve the limitations of psychological counseling that can only be done with chatbots. Since the role of sentiment analysis and anxiety cause classification, which are the links of each function, is important for the progression of the proposed system, we experiment the performance of those parts. We verify the novelty and accuracy of the proposed system. It also shows that the AI chatbot system can perform counseling excellently.

상담 챗봇 구현을 위한 시나리오 개발 및 유용성 검증

이지원,양현정,김지근 한국콘텐츠학회 2019 한국콘텐츠학회논문지 Vol.19 No.4

The purpose of this study is to develop the scenario for implementation of the rule-based counseling chatbot and to verify its usefulness. For this purpose, counseling scenario for exploring problems triggering depression and establishing early counseling relationships was built and user evaluations for the rule-base counseling chatbot were conducted on 10 counseling psychologists. As a result, clear counseling structuring, appropriate use of selective and narrative responses, and active listening were identified as important components of counseling chatbot. To the next step, the usefulness of counseling chatbot developed in the previous step was examined with 78 college students. As a result, active listening was found to be an important factor in improving user satisfaction and positive mood change. In addition, through qualitative analysis of user evaluation, the unique advantages of counseling chatbot were identified and the limitations of counseling chatbot that should be overcome were identified. Based on the results of the study, the implications of the study and suggestions for future research were discussed. 본 연구는 상담 챗봇 구현의 기반이 되는 대화 시나리오를 개발하고, 룰 기반 상담 챗봇을 통해 그 유용성을 검증하는데 목적이 있다. 이를 위해 우울감과 관련된 호소문제 탐색 및 초기 상담관계 확립을 위한 상담 시나리오를 개발하고 이를 룰 기반 상담 챗봇으로 설계하였으며, 상담심리전문가 10인을 대상으로 사용자 평가를 실시하였다. 그 결과, 명확한 상담 구조화, 선택형 및 서술형 응답의 적절한 활용, 룰 기반 챗봇에 특화된 경청반응이 상담 챗봇의 중요 요소로 확인되었다. 상담 챗봇 유용성 평가에서는 대학생 78명을 대상으로 최종 개발된 상담 챗봇의 활용 가능성을 확인하였다. 그 결과, 적극적 경청은 사용자의 상담 만족도를 높이고 긍정적 기분변화를 일으키는 중요한 요소로 확인되었다. 또한 사용자 평가의 질적 분석을 통해 상담 챗봇이 지니는 고유한 장점이 확인되었으며, 동시에 상담 챗봇이 극복해야 하는 한계점이 파악되었다. 연구결과를 바탕으로 연구의 의의와 추후연구를 위한 제언을 논하였다.

소비자상담 분야 연구의 종합적 고찰: 2010-2019년

이은희 ( Lee Eunhee ),김지혜 ( Kim Jihye ) 한국소비자학회 2020 소비자학연구 Vol.31 No.5

소비자상담은 제품 및 서비스의 공급자와 소비자의 중간점에서 소비자 및 기업에게 중요한 역할을 수행하고 있다. 최근 과학기술을 접목한 새로운 제품들이 계속 출현하고 온라인을 중심으로 새로운 거래 및 결제 형태가 나타나는 등 현장에서 많은 발전과 변화가 이루어지면서 문제점도 나타났다. 소비자상담 분야의 연구들은 이러한 변화들을 적극 반영하여, 상담 현장에서의 상담의 효율과 만족을 향상시키고 발생할 수 있는 문제들을 해결하는데 기여해야 할 것이다. 이 연구는 2010년 이후 10년간의 연구들을 토대로 우리나라에서의 소비자상담 분야의 연구성과를 평가하고 앞으로 연구가 나아갈 방향을 제시하고자 하였다. 첫째, 1372 통합 소비자상담센터와 관련된 연구는 매우 적다. 1372 통합 소비자상담센터가 전국적으로 소비자 상담의 질적 향상을 얼마나 가져왔는지, 현재 나타나고 있는 문제점은 없는지, 그리고 상담결과가 어떻게 활용되고 있는지 특히 소비자정책 수립과 집행에 어떻게 활용되었는지 분석할 필요가 있다. 또한 소규모 온라인 쇼핑몰이나 스타트업 기업들의 소비자 피해 현황이나 상담센터 구축과 운영의 실태를 파악하고, 효과적인 상담센터 구축 및 운영방안에 대한 연구가 필요하다. 둘째, 상담사 교육훈련에 관한 연구에 있어서는 소비자들의 지식이 낮고 이로 인한 소비자피해가 많이 발생하는 금융소비자상담과 같은 전문영역 상담원들의 교육프로그램에 대한 연구가 필요할 것으로 보인다. 이와 함께 현재 금융사들에서 진행하고 있는 상담사 교육프로그램을 소비자관점에서 평가해보는 것도 매우 유익할 것으로 사료된다. 또한 상담사 자격제도의 활성화 방안에 관한 연구, 상담서비스 제공자와 수용자간의 괴리를 상담서비스 품질차원별로 파악하는 연구가 이루어진다면 바람직할 것이다. 셋째, 소비자중심경영(CCM)에 관한 연구는 비교적 많이 이루어졌으나, 공공기관 및 중소기업 대상의 소비자중심경영 사례연구가 이루어지지 않아 향후 연구가 필요하다고 할 수 있다. 넷째, CCM 인증의 운영이 10년을 넘어가고 있으므로 이 인증이 소비자에게 어떤 의미를 주고 효과를 초래하는지 다각도로 연구할 필요가 있다. 다섯째, 블랙컨슈머에 대한 연구들은 블랙 컨슈머 발생을 방지할 수 있도록 소비자교육 프로그램에 어떻게 포함시킬 것인가에 대한 연구가 이루어져야 할 것이다. 여섯째, 상담사 채용과 배치, 고객의 행동에 대한 적절한 대응전략, 상담업무 방식의 변화, 상담부서의 조직문화 변화 등이 감정노동의 감소 또는 예방에 어떻게 기여하는가에 대한 연구가 이루어지면 바람직할 것이다. 일곱째, 소비자학 분야에서 챗봇서비스에 대한 연구는 거의 이루어지지 않았다. 챗봇서비스 도입이 활발하게 이루어지는 상황이므로 사용과정에서의 애로사항이나 문제점, 챗봇 서비스 활용 상담 내용, 챗봇 서비스 도입으로 인한 소외 계층의 문제 등의 연구가 필요할 것으로 보인다. Consumer counseling plays an important role for consumers and companies in the middle of suppliers of products and services and consumers. Recently, many developments and changes have occurred in the field, with new products incorporating science and technology and new forms of transactions and payments through online. Consumer counseling studies should reflect these changes. So, consumer counseling studies can contribute to improving the efficiency and satisfaction and solving possible problems of consumer counseling. Based on 10 years of research since 2010, the study aims to evaluate the research achievements in the field of consumer counseling in South Korea and suggest a direction for future research. First, there are few studies involving the 1372 Consumer Counseling Center. It is necessary to analyze how much the Integrated 1372 Consumer Counseling Center has brought about improvements in the quality of consumer counseling across the country, whether there are any problems that are currently emerging, and how the outcomes of counseling are being utilized, particularly in the formulation and implementation of consumer policies. In addition, it is necessary to grasp the current status of consumer damage or the establishment and operation of counseling centers by small online shopping malls or start-up companies. Also, it is needed to study how to establish and operate effective counseling centers for small online shopping malls or start-up companies. Second, when it comes to research on the consumer counselor education and consumer counselors training, it seems necessary to study the educational programs of professional sector counselors such as financial consumer counseling. At the same time, it would be very helpful to evaluate the counselor's education program currently being conducted by financial companies from a consumer's perspective. In addition, it would be desirable to conduct a study on how to activate the counselor's qualification system, and to identify the gap between the consumer counselor and the consumer by quality of the counseling service. Third, many studies on consumer-centered management(CCM) conducted, but no studies of consumercentered management for public institutions and small and medium-sized enterprises have been conducted, so future research is needed. Fourth, since the operation of CCM certification has been going on for more than 10 years, it is necessary to study CCM certification's meaning and effect on consumers. Fifth, in the field of black consumer research, research should be conducted on how to operate consumer education programs to prevent the occurrence of black consumers. Sixth, it is needed to study how the way to hire and place of counselors, proper response strategies to customer behavior, changes in the way of counseling, changes in the organizational culture of the consumer counseling department contribute to the reduction or prevention of emotional labor. Seventh, few research has been conducted on chatbot services in the field of consumer studies. As chatbot service is in the introductory stage, research about difficulties and problems in the process of using chatbot services, counseling using chatbot services, and problems with the disadvantaged due to the introduction of chatbot services will be needed.

테크놀로지 기반 상담 실제의 도전과 과제

황매향,황희산 한국상담학회 2020 상담학연구 Vol.21 No.4

This study aimed to explore challenges and tasks for the counselors to lead technology-based counseling practice in the future. We examined the cases in which technology has been applied to counseling so far in the tele-practice, counseling robot, alternative psychological testing, counseling media, counselor training and management. Tele-practice is a service that has been provided for a long time, but recently, mobile app-based chat counseling and video counseling have been introduced as a new type of counseling. In case of the counseling robot of which AI function replaces counseling, several studies have been attempted as an early stage. As a starting point, chat-bot counseling to help self-help has been developed and it is being provided. Most services are provided for research or for free use. Although it is difficult to find an alternative psychological test product as a paid service, there are various attempts to explore new indicators in various ways, such as smart-phones, wearables, games, VR, digital phenotyping, and big data. Meditation and mock interview programs are typical for the counseling media, and it is necessary to review how to apply services in other areas, including VR applied to special education, PTSD, fear treatment, and rehabilitation. Lastly, in counselor training and management, it is confirmed that an online deliberate practice platform for therapy education is used in several institutes and the virtual patient (VR client) and record management including EHR system that are applied in the medical field are applicable to counseling. Based on the current situation of such technology-based counseling practice, we discussed the issues to be solved in the future, and proposed the research agenda to supplement the limitations of this study. 이 연구는 앞으로 상담전문가들이 테크놀로지 기반 상담을 주도하기 위해 해결할 도전과 과제가 무엇인지 탐색해 보는 것을 목적으로 수행되었다. 이를 위해 지금까지 테크놀로지가 상담에 적용되어 온 사례를 원격상담, 상담로봇, 대안적 심리검사, 상담매체, 상담자 교육 및 관리 등의 영역별로 살펴보았다. 원격상담은 상당히 오래 전부터 제공되던 서비스로 최근 들어 모바일 앱 기반 채팅상담과 화상상담이 새로운 상담 형태로 자리잡아 가고 있음을 확인할 수 있었다. AI 기능을 가진 로봇이 상담을 대신하는 상담로봇은 아직 초기 단계로 여러 연구들이 시도되고 있다. 그 출발점으로 셀프헬프를 돕는 챗봇상담이 개발되어 제공되고 있는데, 연구용이거나 무료로 공급하는 서비스가 대부분이다. 대안적 심리검사 역시 유료 서비스로 자리 잡은 제품은 찾아보기 어렵지만, 스마트폰, 웨어러블, 게임, VR, 디지털 표현형, 빅데이터 등 여러 방식으로 새로운 지표를 탐색하는 다양한 시도들이 있다. 상담매체는 명상과 모의면접 프로그램이 대표적인데, 특수교육, PTSD 치료, 공포치료, 재활치료 등에 적용되는 VR을 비롯해 이미 다른 영역에서 적용되는 서비스를 어떻게 활용하고 접목할 것인가에 대한 검토가 필요함을 알 수 있었다. 마지막으로 상담자 교육과 관리 면에서는 내담자의 영상을 보면서 반복적으로 반응을 연습할 수 있는 플랫폼이 몇몇 기관에서 사용되고 있고, 의료 영역에서 적용되고 있는 가상환자(VR 내담자)와 EHR을 비롯한 기록관리 시스템이 상담에 적용 가능함을 확인했다. 이와 같은 테크놀로지 기반 상담 실제의 현 상황을 토대로 앞으로 해결해 나갈 과제를 중심으로 논의하면서, 이 연구가 갖는 한계점을 보완할 후속 연구를 제안했다.

상담 이론 기반의 심리 상담 챗봇을 활용한 내담자 경험 연구

이아라(Ara Lee),김효창(Hyo Chang Kim),차민철(Min Chul Cha),지용구(Yong Gu Ji) 대한인간공학회 2019 大韓人間工學會誌 Vol.38 No.3

Objective: The purpose of this study is to analyze client experience on the counseling chatbot and provide design implications for counseling chatbot based on artificial intelligence. Background: Only a few people with psychological problems are consulted with psychotherapists. This is due to the physical limitations and psychological burden of face-to-face counseling. By adopting the technology of artificial intelligence, we identified the possibility of overcoming the limitation of the existing counseling method. Method: Based on the counseling theory, we classified psychological counseling process into five stages: diagnosis, exploration, understanding, action, and evaluation. In addition, a counseling scenario covering from stage of diagnosis to understanding was designed and implemented through "KakaoTalk Plus Friend" based on Javabased platform. 78 participants were recruited and they were the students of University. All participants were counseled by the chatbot on depressed situations and were interviewed on overall experience at the end. Results: Based on the thematic analysis, four themes were derived: chance of selfinsight, trust in anonymity, lack of non-verbal cues, and effects of counselor"s identity. Conclusion: The artificial intelligence counseling system can provide psychological relief to the clients. However, in order to design a chat-based consulting system, the characteristics of the chatbot must be considered. Also, the level of anthropomorphism of artificial intelligence agent should be designed appropriately for psychological counseling. Application: The results of this study can be used as basic data to assist development of AI-based counseling system.

학습 상담사 훈련을 위한 챗봇 기반 시뮬레이션 도구 개발

심재권,신예진,이하연,이민주,권대용 한국정보교육학회 2023 정보교육학회논문지 Vol.27 No.5

정보기술의 발전은 상담사를 훈련하는 방식에 변화를 주고 있다. 상담 수련생을 숙련시키기 위해서는 많은 비용과 시간이 필요하고, 수련생이 내담자와 상담을 훈련하는 과정에서 내담자를 위험에 빠뜨릴 수 있는 등 다양한 문제가 발생할 수 있다. 이러한 문제를 해결하기 위해 상담사 양성기관에서는 시공간적 제약을 해소하고, 비용을 절감하기 위한 목적으로 온라인 상담사 훈련 프로그램을 개발하였다. 하지만, 훈련 시나리오가 제한적이고, 상담 수련생이 상담을 진행하는 과정을 기록하여 점검하는 과정을 포함하지 못하고 있다. 또한, 상담 수련생이 가상의 내담자와 채팅으로 훈련을 진행하고 있어, 상담의 중요한 요소인 비언어적인 정보가 제외된 상태로 훈련이 진행되고 있다. 본 연구에서는 학습 상담을 훈련하는 과정을 기록하고, 비언어적인 정보가 포함된 훈련할 수 있는 챗봇 기반 시뮬레이션 도구를 개발하여 학습 상담사 훈련을 진행하였고, 학습 상담에 관한 인식에 따라 사용성을 분석하였다. 연구결과, 학습 상담에 인식이 긍정적일수록 개발한 훈련 시뮬레이션 도구에 대한 사용성이 높은 것으로 분석되어, 향후 온라인 학습 상담사 교육에 활용이 충분한 것으로 나타났다. The advancement of information technology is bringing about changes in the way counselors are trained. Training counseling trainees requires a significant amount of cost and time until they become proficient. During the process of training, there may be various issues such as putting the clients at risk. In order to address these problems, counseling training institutions have developed online counselor training programs to alleviate spatial and temporal constraints and reduce costs. However, these programs are limited in providing predefined scenarios for practice, and they do not include the evaluation and supervision of the trainee counselors' actual counseling process. Moreover, most of these programs rely on chatbots, which lead trainee counselors to conduct counseling through virtual interactions, excluding important nonverbal cues during the training. In this study, we developed a chatbot-based simulation tool capable of training counselors in simulated counseling sessions. We conducted training for trainee counselors using this tool and analyzed its usability based on perceptions of educational counseling skills. The research results showed that a positive perception of educational counseling skills positively correlates with higher usability of the developed training simulation tool, indicating its potential for effective utilization in future online counselor education and training.

RLHF 학습 모델을 활용한 초등학교 학급운영을 위한 기초상담 챗봇 개발

손효상,김갑수 한국정보교육학회 2023 정보교육학회논문지 Vol.27 No.6

Large language models like GPT-3.5 are being developed, accelerating rapid advancements in various fields of artificial intelligence applications. Efforts to integrate AI into education are also ongoing. Elementary school classrooms are experiencing an increasing demand for basic psychological counseling, but it is challenging for teachers to fully focus on counseling. To address this issue, this study developed a chatbot to assist teachers in basic counseling. Utilizing RLHF, a learning model of LLM, we created a 'Classroom Question Dictionary' by collecting questions that students would like to ask the AI chatbot. We then applied these questions to the prompt to develop a zero-shot first-phase chatbot application. Students used the chatbot, and their questions and the AI's responses were recorded to serve as foundational data for teachers' in-depth counseling. A survey was conducted among the students who used the chatbot, and the results were applied to the prompt to further refine the basic counseling data for the second-phase chatbot application

입시상담 챗봇 설계와 챗봇을 활용한 입시상담 업무 간소화의 효용성 분석

왕영민,오동한 한국디지털콘텐츠학회 2022 한국디지털콘텐츠학회논문지 Vol.23 No.9

Intelligent service using data is to create new value through IT technology. If a service called a chatbot is introduced to simple and repetitive tasks such as college entrance exam counseling, it is possible to respond to questions 24 hours a day, and to provide sophisticated and prompt answers through modification and supplementation of the service. In this paper, the frequently asked questions are listed by analyzing the questions generated in the college entrance examination counseling, and the chatbot, an intelligent service, is introduced through the consultation of the related parties. This is a research paper on how the number of questions on bulletin boards and consulting work have changed efficiently by introducing chatbots. After the introduction of the chatbot, it was confirmed that the time taken for the entrance examination consultation board was reduced and the number of questions on the board was reduced. It was confirmed that if intelligent services are introduced to public institutions in the future, work efficiency can be improved and transparency can be provided to public institutions. 데이터를 활용한 지능형 서비스는 IT 기술을 통하여 새로운 가치를 창출하는 일이다. 대학교 입시상담과 같은 단순하고 반복적인 업무들에 챗봇이라는 서비스를 도입하게 된다면 질문에 대한 24시간 대응할 수 있고 서비스의 수정과 보완을 통하여 정교하고 신속한 답변이 가능하다. 본 논문에서는 대학 입시상담에서 생성되는 질문들을 분석하여 자주 묻는 질문들을 목록화하였고 상담 관련된 관계자들의 자문을 통하여 지능형 서비스인 챗봇을 도입하여 실제 수험생들이 베타테스트를 통하여 시범 운용을 하고 가능성을 확인한 후 실제 챗봇을 도입하여 게시판의 질문 횟수와 상담 업무가 어떻게 효율적으로 변화되었는지 연구한 논문이다. 챗봇 도입 후 입시상담 게시판에 걸리는 시간을 줄였고 게시판의 질문 횟수가 감소되었음을 확인하였다. 추후에 지능형 서비스가 공공기관에 도입된다면 업무 효율성 향상과 공공기관에 투명성을 제공해줄 수 있음을 확인할 수 있었다.

온라인 금융 상담 서비스에서 이모티콘 사용이 서비스 사용의도에 미치는 영향: 상담원 유형과 주관적 금융지식의 조절 효과

강영선,최보름 한국지식경영학회 2019 지식경영연구 Vol.20 No.4

Online financial counseling services are increasingly expanding with the rise of artificial intelligence based chatbots. It is very important to examine the effects of emoticons noted as alternatives for communicating emotions in online communication between consumers and companies. In this paper, we examine how the use of emoticons affects the consumer’s response and investigate the moderating roles of type of counseling agents (human vs. chatbot) and the consumer’s subjective financial knowledge. The results show that the use of emoticon in the conversation brings a positive effect on the consumer’s intention to use of online chat counseling service. When participants had relatively low subjective financial knowledge, they had higher intention to use online chat counseling services with emoticons only when the agent type was chatbot. When the type of counseling agent was human, this positive effect of the emoticon did not occur. On the other hand, when participants had relatively high subjective financial knowledge, they had higher intention to use online chat counseling service with emoticons only when the agent type was human. This study contributes to providing practical implications to build online chat counseling service using chatbot in the financial industry by studying users’ intention depending on the type of agents and the level of their subjective knowledge.