Zong Partners with ConnectHear to Bring Pakistan’s First AI-Powered Sign Language Customer Experience

Zong, Pakistan’s Leading Technology Services Enterprise, has partnered with ConnectHear to introduce AI-powered sign language accessibility at its Customer Service Centers through ConnectHear’s proprietary technology, SILA. The initiative brings technology-enabled Pakistan Sign Language support directly into the customer experience.

Launched on 23rd September 2026, the International Day of Sign Languages, the initiative reflects Zong’s evolution from a connectivity provider into a technology services enterprise and digital enabler. It demonstrates how technology and innovation can extend beyond connectivity to remove barriers, improve access to services, and enable more people to participate meaningfully in the digital economy, advancing Zong’s commitment to a more inclusive and accessible digital Pakistan.

Powered by Artificial Intelligence and Pakistan Sign Language (PSL)-native technology, SILA enables customers who use sign language to access Zong’s services more independently at Customer Service Centers in Islamabad, Lahore and Karachi. The system facilitates real-time communication in sign language, while providing access to professionally trained human interpreters when additional assistance, context, or human judgement is required.

For Deaf and hard-of-hearing customers who use sign language, routine interactions such as SIM-related services, billing queries and account assistance can often require an interpreter or support from family members. By embedding sign language accessibility directly into the customer service journey, Zong is addressing this longstanding barrier and reducing dependency, while creating a more independent, dignified and inclusive customer experience.

The initiative also represents a continued shift from providing connectivity to enabling meaningful digital participation. Through AI, accessible technology, and strategic partnerships, Zong is demonstrating how digital services can be designed to serve a wider range of customers from the outset.

The launch ceremony was held at Zong’s Islamabad Customer Service Center in the presence of Zong’s management, ConnectHear and officials from the MoITT, PTA and GSMA, including Muhammad Jahanzeb Rahim, Member Telecom, MoITT; Rabeeya Parvez, Director Coordination, PTA; Malahat Obaid, Director of Public Relations PTA; and Zohaib Jawed, Innovation Fund Manager APAC, GSMA.

Commenting on the initiative, Zong’s Head of Strategy and Company’s Spokesperson, Nabila Yazdani said, “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. Through our partnership with ConnectHear, we are bringing technology-enabled inclusion directly into the customer experience, making accessibility an integral part of how we design and deliver our services. SILA is an important step in our journey as a technology services enterprise, using innovation to remove barriers, expand participation and help shape a more inclusive and future-ready digital Pakistan.”

Speaking about the partnership, Azima Dhanjee, Co-founder & CEO of ConnectHear, said: “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, something I’ve seen the importance of firsthand, growing up with Deaf parents. ConnectHear has been pioneering sign language technologies in the country, and our partnership with Zong is an important validation of that work, bringing us closer to a more disability-inclusive Pakistan.”

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

The initiative reflects Zong’s wider technology-services ambition: to leverage its network, digital platforms, AI capabilities and technology partnerships to create solutions that address real customer and societal needs.

Public Note: ConnectHear’s – SILA is a patent-pending conversational sign language AI agent.

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