ISLAMABAD, September 24 — Zong has partnered with accessibility technology company ConnectHear to introduce AI-powered Pakistan Sign Language support at selected customer service centres, allowing Deaf and hard-of-hearing customers who use sign language to access services more independently.
The service uses ConnectHear’s SILA, a patent-pending conversational sign language AI agent, to facilitate real-time communication in Pakistan Sign Language (PSL), according to the companies.
Launched on September 23 to coincide with the International Day of Sign Languages, the initiative is initially available at Zong Customer Service Centers in Islamabad, Lahore and Karachi.
The companies described the rollout as Pakistan’s first AI-powered sign language customer experience of its kind.
Under the system, customers who communicate through sign language can seek assistance with routine services, including SIM-related matters, billing queries and account support, without necessarily relying on family members or accompanying interpreters.
SILA combines artificial intelligence with PSL-native technology to facilitate customer interactions. Professionally trained human sign language interpreters will also be available when a query requires additional assistance, context or human judgement.
The initiative is designed to address accessibility barriers faced by Deaf and hard-of-hearing customers during routine interactions with telecom service providers.
Zong Plans Wider Sign Language Accessibility
Zong said the launch represents the first phase of a broader accessibility roadmap, with plans to gradually extend sign language accessibility across its digital ecosystem.
The company said the initiative forms part of its strategy to use AI, digital platforms and technology partnerships to make its services accessible to a wider range of customers.
The launch ceremony was held at Zong’s Customer Service Center in Islamabad and was attended by representatives of Zong and ConnectHear as well as officials from the Ministry of Information Technology and Telecommunication (MoITT), Pakistan Telecommunication Authority (PTA) and GSMA.
Participants included MoITT Member Telecom Muhammad Jahanzeb Rahim, PTA Director Coordination Rabeeya Parvez, PTA Director Public Relations Malahat Obaid and GSMA Innovation Fund Manager APAC Zohaib Jawed.
Zong Head of Strategy and company spokesperson Nabila Yazdani said digital inclusion required technology to enable wider participation rather than focusing solely on connectivity.
She said the partnership was intended to make accessibility part of the company’s customer-service experience while reducing barriers to digital participation.
ConnectHear co-founder and CEO Azima Dhanjee said SILA would enable Deaf customers to receive assistance through sign language without having to depend on another person to communicate on their behalf.
Dhanjee said the partnership would also expand the practical use of sign language technologies developed by ConnectHear in Pakistan.
Zong said it intends to progressively broaden accessible services as part of its transition towards providing technology-based digital services alongside traditional telecommunications.