Journal of Korea Entertainment Industry Association (한국엔터테인먼트산업학회논문지)

The Korea Entertainment Industry Association (한국엔터테인먼트산업학회)
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Voice Interactions with A. I. Agent : Analysis of Domestic and Overseas IT Companies

A.I.에이전트와의 보이스 인터랙션 : 국내외 IT회사 사례연구

  • Lee, Seo-Young (Division of Media, North Seoul Campus, DongYang University)
  • Received : 2021.05.17
  • Accepted : 2021.06.25
  • Published : 2021.06.30
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Abstract

Many countries and companies are pursuing and developing Artificial intelligence as it is the core technology of the 4th industrial revolution. Global IT companies such as Apple, Microsoft, Amazon, Google and Samsung have all released their own AI assistant hardware products, hoping to increase customer loyalty and capture market share. Competition within the industry for AI agent is intense. AI assistant products that command the biggest market shares and customer loyalty have a higher chance of becoming the industry standard. This study analyzed the current status of major overseas and domestic IT companies in the field of artificial intelligence, and suggested future strategic directions for voice UI technology development and user satisfaction. In terms of B2B technology, it is recommended that IT companies use cloud computing to store big data, innovative artificial intelligence technologies and natural language technologies. Offering voice recognition technologies on the cloud enables smaller companies to take advantage of such technologies at considerably less expense. Companies also consider using GPT-3(Generative Pre-trained Transformer 3) an open source artificial intelligence language processing software that can generate very natural human-like interactions and high levels of user satisfaction. There is a need to increase usefulness and usability to enhance user satisfaction. This study has practical and theoretical implications for industry and academia.

인공지능 에이전트는 4차 산업혁명의 핵심 기술이고, 현재 많은 기업들이 AI 음성 인식 비서를 탑재 출시함으로써 산업 내 치열한 경쟁을 벌이고 있다. 애플, 마이크로소프트, 구글, 아마존, 삼성 등 고객 충성도를 확보하고 있으며 자사 하드웨어 제품을 내놓고 있는 기업의 경우, AI 비서 서비스를 자사 제품에 적용함으로써 고객 충성도를 높이고, 시장 점유율 역시 극대화뿐 아니라 향후 음성 인터페이스 플랫폼 시장 장악력을 확대하고 있다. 본 연구는 인공지능분야의 해외 및 국내 주요 기업들의 현황을 분석하고 보이스 UI 개발과 혁신 수용 관점에서 사용자 만족을 위한 기술 발전 방향에 초점을 맞추어 미래 전략 방향을 제언했다. B2B 기술적인 측면에서는 음성 인식률을 높이고 하드웨어향상, 자연언어 처리기술 및 빅데이터 및 인공지능 접목한 혁신 기술의 데이터가 쌓인 클라우드 컴퓨팅 활용뿐 아니라 및 Open A.I.언어 인공지능인 GPT-3의 활용 및 사용성, 유용성, 감성 측면에서 사용자 만족을 높일 필요가 있다. 본 연구는 산업계와 학계에 실무적, 이론적 함의를 준다.

Keywords

Acknowledgement

This work was supported by the Ministry of Education of the Republic of Korea and the National Research Foundation of Korea(NRF-2020S1A5A8041958)

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