ISLAMABAD — Zong has partnered with Pakistani accessibility technology company ConnectHear to introduce AI-powered Pakistan Sign Language support at customer service centres in Islamabad, Lahore and Karachi.
The service uses ConnectHear’s SILA technology to facilitate real-time sign-language communication for Deaf and hard-of-hearing customers who use sign language.
Professionally trained human interpreters remain available when an interaction requires additional context, assistance or human judgement, giving the system a combination of automated technology and human support.
Service starts in three cities
The initiative was launched on September 23, the International Day of Sign Languages, and is initially available at Zong customer service centres in Islamabad, Lahore and Karachi.
That three-city scope is important. Zong has described plans to expand accessibility more widely across its digital ecosystem, but the current rollout should not be read as nationwide availability at every outlet.
For customers using sign language, the system is intended to make routine interactions such as SIM-related services, billing queries and account assistance more independent.
Such interactions can otherwise require support from a family member or interpreter, potentially reducing privacy and making relatively simple service requests harder to complete.
SILA combines AI and human interpretation
SILA is built around Pakistan Sign Language and is designed for conversational interaction rather than simply displaying static accessibility information.
The AI component facilitates real-time communication, while the option of a trained interpreter provides a fallback for situations where nuance or human judgement is needed.
The approach reflects a broader shift in digital accessibility: services are increasingly being designed so that accessibility tools are part of the customer journey rather than separate accommodations arranged after a problem arises.
For Zong, the launch also extends the role of its physical customer service centres beyond conventional telecom support by adding an accessibility layer to in-person service.
The practical measure of the programme will be how reliably the technology works in real customer interactions and how quickly Zong extends the service beyond the initial three cities.
For now, customers should treat Islamabad, Lahore and Karachi as the confirmed locations for the SILA rollout, with any wider expansion dependent on subsequent announcements.