Zong Introduces AI-Powered Sign Language Facility at Customer Service Centres in Partnership with ConnectHear

ISLAMABAD: Zong, a leading technology services provider in Pakistan, has partnered with ConnectHear to introduce an artificial intelligence-powered sign language facility at its customer service centres through ConnectHear’s proprietary SILA technology.

The initiative was launched on September 23, 2026, to mark the International Day of Sign Languages. It represents Zong’s evolution from a connectivity provider into a technology services enterprise and digital enabler, demonstrating how technology and innovation can go beyond connectivity to remove barriers, improve access to services and enable greater participation in the digital economy.

Powered by AI and Pakistan Sign Language technology, SILA enables customers who use sign language to access improved services at Zong customer service centres in Islamabad, Lahore and Karachi. The system facilitates real-time communication in sign language while also providing additional support, contextual assistance and access to trained interpreters when required.

For deaf and hard-of-hearing customers, routine services such as SIM-related matters, billing queries and account support can often require assistance from an interpreter or family member. By integrating sign language support into customer services, Zong aims to address this long-standing barrier, reduce dependence on others and provide customers with a more independent, dignified and inclusive experience.

The initiative also reflects Zong’s broader transition from simply providing connectivity to enabling meaningful digital participation. Through artificial intelligence, accessible technology and strategic partnerships, the company is seeking to design digital services that address the needs of a wider range of customers from the outset.

The launch ceremony was held at Zong’s Islamabad Customer Service Centre and was attended by representatives of Zong, ConnectHear, the Ministry of Information Technology and Telecommunication, the Pakistan Telecommunication Authority (PTA) and GSMA.

Among the participants were Ministry of IT Member Telecom Muhammad Jahanzeb Rahim, PTA Director Coordination Rabia Parvez, PTA Director Public Relations Malahat Obaid and GSMA APAC Innovation Fund Manager Zohaib Javed.

Zong spokesperson and Head of Strategy Nabila Yazdani said that a truly digital Pakistan was one where technology enabled every individual to participate. She said innovation should go beyond connectivity to create meaningful access and experiences for everyone.

Yazdani said the partnership with ConnectHear was making technology-driven inclusion a direct part of the customer experience, with accessibility becoming an integral element of service design and delivery. She described SILA as an important step in Zong’s journey as a technology services enterprise.

ConnectHear Co-founder and CEO Azeema Dhanji said SILA would enable deaf customers to access services independently through sign language without relying on others.

She said the initiative was particularly significant to her because she had grown up with deaf parents. According to Dhanji, ConnectHear had been at the forefront of promoting sign-language technologies in Pakistan, while the partnership with Zong represented progress towards a more inclusive country where persons with disabilities could participate more fully.

The launch of the AI-powered sign language facility marks the first phase of Zong’s broader accessibility roadmap. The company plans to gradually expand sign language support across its digital ecosystem, enabling customers to access a wider range of services through more inclusive digital experiences.

The initiative is also part of Zong’s wider technology services vision, under which the company aims to leverage its network, digital platforms, artificial intelligence capabilities and technology partnerships to develop solutions addressing the evolving needs of customers and society.