ISLAMABAD: Zong has partnered with ConnectHear to introduce “Pakistan’s first AI-powered sign language customer service,” enabling Pakistan Sign Language support at Zong Customer Service Centers in Islamabad, Lahore and Karachi.
The initiative, launched on the International Day of Sign Languages, uses ConnectHear’s SILA technology to facilitate real-time communication in sign language, with professionally trained human interpreters available when additional assistance or context is required, according to a statement issued by Zong.
Powered by artificial intelligence and Pakistan Sign Language technology, the system is intended to allow Deaf and hard-of-hearing customers who use sign language to access services such as SIM-related assistance, billing queries and account support more independently.
The companies said the service is initially being introduced at Customer Service Centers in the three cities, with plans to expand sign language accessibility across Zong’s wider digital ecosystem.
The launch ceremony was held at Zong’s Islamabad Customer Service Center in the presence of representatives from Zong, ConnectHear, the Ministry of Information Technology and Telecommunication, Pakistan Telecommunication Authority and GSMA.
Officials attending the ceremony included Muhammad Jahanzeb Rahim, Member Telecom at MoITT; Rabeeya Parvez, Director Coordination at PTA; Malahat Obaid, Director Public Relations at PTA; and Zohaib Jawed, Innovation Fund Manager APAC at GSMA.
Zong Head of Strategy and Company Spokesperson Nabila Yazdani said the initiative was aimed at making digital services more accessible.
“A truly digital Pakistan is one where technology enables everyone to participate. At Zong, we believe innovation must go beyond connectivity to create meaningful access and experiences for all,” the statement quoted Yazdani as saying.
She said the partnership would bring accessibility into Zong’s customer service experience and described SILA as an important step in the company’s efforts to use technology to remove barriers and expand participation.
ConnectHear Co-founder and CEO Azima Dhanjee said the technology would allow Deaf customers to access sign language interpretation without relying on another person to communicate on their behalf.
“Through SILA, Deaf customers can walk into these spaces and be independently facilitated through sign language interpretation, without relying on someone else to communicate for them,” Dhanjee said.
She said ConnectHear had been developing sign language technologies in Pakistan and described the partnership with Zong as an important step toward wider adoption of accessible services.
The company said the initiative represents the first phase of a broader accessibility roadmap, with further sign language-enabled services planned across Zong’s digital platforms.
According to the statement, SILA is a patent-pending conversational sign language AI agent developed by ConnectHear.