Zong has partnered with ConnectHear to introduce artificial intelligence-powered sign language accessibility at its Customer Service Centers, bringing Pakistan Sign Language support directly into the customer service experience. The initiative uses ConnectHear’s proprietary SILA technology to enable customers who use sign language to communicate more independently when accessing Zong’s services. The service was launched on September 23, 2026, coinciding with the International Day of Sign Languages.
The initiative is being introduced as part of Zong’s broader transition from a connectivity-focused provider toward a technology services enterprise and digital enabler. Through the partnership, the company aims to use artificial intelligence and accessible technology to reduce communication barriers and make its services available to a wider range of customers. The initial implementation covers Zong Customer Service Centers in Islamabad, Lahore and Karachi, providing Pakistan Sign Language-native support within the customer service journey.
SILA combines artificial intelligence with Pakistan Sign Language technology to facilitate real-time communication for customers who are Deaf or hard of hearing and use sign language. The system also provides access to professionally trained human interpreters when a customer requires additional assistance, context or human judgement. This combination of technology and human interpretation is intended to support customer interactions where automated or technology-based communication alone may not be sufficient.
For customers who use sign language, routine telecommunications services such as SIM-related requests, billing questions and account assistance can sometimes require the involvement of an interpreter or a family member. By integrating sign language accessibility into its Customer Service Centers, Zong is seeking to reduce this dependency and enable customers to manage their interactions more independently. The company said the approach is intended to support a more accessible and dignified customer experience while addressing a longstanding communication barrier.
The launch ceremony took place at Zong’s Islamabad Customer Service Center in the presence of representatives from Zong, ConnectHear and several public and industry organisations. Officials attending the event included Muhammad Jahanzeb Rahim, Member Telecom at the Ministry of Information Technology and Telecommunication (MoITT), Rabeeya Parvez, Director Coordination at the Pakistan Telecommunication Authority (PTA), Malahat Obaid, Director of Public Relations at PTA, and Zohaib Jawed, Innovation Fund Manager APAC at GSMA.
Nabila Yazdani, Zong’s Head of Strategy and company spokesperson, said the company believes technology should support broader participation and that innovation should extend beyond connectivity. She said the partnership with ConnectHear brings technology-enabled inclusion into the customer experience and makes accessibility part of how Zong designs and delivers its services. According to Yazdani, SILA represents a step in Zong’s wider use of technology to remove barriers and expand participation.
Azima Dhanjee, Co-founder and CEO of ConnectHear, said SILA allows Deaf customers to receive sign language interpretation independently when visiting participating service locations. She also highlighted the importance of the technology based on her personal experience growing up with Deaf parents. Dhanjee said ConnectHear has been developing sign language technologies in Pakistan and described the partnership with Zong as an important development for disability-inclusive services.
The launch represents the first phase of a broader accessibility roadmap planned by Zong. The company intends to progressively expand sign language accessibility across its digital ecosystem, allowing customers to access a wider range of services through more inclusive digital channels. The planned expansion is part of Zong’s wider technology-services strategy, which includes using its network, digital platforms, artificial intelligence capabilities and technology partnerships to develop services addressing customer and broader societal needs.
Through the partnership with ConnectHear, Zong is incorporating Pakistan Sign Language accessibility into its physical customer service operations while establishing a foundation for further digital accessibility initiatives. The initial rollout in Islamabad, Lahore and Karachi provides the starting point for the company’s planned expansion of sign language-enabled services across its wider customer ecosystem.
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