AI-powered sign language customer experience
Zong has partnered with ConnectHear to introduce AI-powered sign language accessibility at its customer service centres through ConnectHear’s proprietary technology, SILA. The initiative brings technology-enabled Pakistan Sign Language support directly into the customer experience, according to a press release.
Launched on September 23rd 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 AI and Pakistan Sign Language (PSL)-native technology, SILA enables customers who use sign language to access Zong’s services more independently at customer service centres in Islamabad, Lahore and Karachi. The system enables real-time sign-language communication and provides 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.
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.”
Importance of AI
Pakistan’s technology businesses must turn AI adoption into measurable productivity gains and stronger export performance, technology experts observed at the 22nd edition of the P@SHA ICT Awards, as per a press release. Attendees emphasised the importance of linking technological innovation with workforce readiness, global market access, and reliable financial infrastructure to help businesses compete internationally.
Centred on the theme “Recognise. Celebrate. Elevate.”, the P@SHA ICT Awards assessed more than 1,380 entries across 10 main categories and 41 subcategories, showcasing the depth of Pakistan’s capabilities in AI, fintech, cybersecurity, digital government and enterprise solutions.
The awards celebrated homegrown innovation and highlighted its potential to attract international customers and investment, strengthen technology exports and support sustained business growth.
Alongside this recognition, discussions explored how Pakistan can translate AI adoption into measurable impact, with a focus on workplace applications, workforce transformation and the development of the country’s AI ecosystem.
Roundtable sessions examined adoption strategies, implementation barriers and return on investment, while emphasising stronger industry and academia collaboration, education and foundational AI literacy as essential to translating technological ambition into practical results.
Women in tech
Standard Chartered Foundation, in partnership with INNOVentures Global and Village Capital, has concluded the eighth cohort of the Women in Tech Accelerator for Pakistan, awarding three women-led start-ups equity-free grant funding totalling Rs10.5m at the graduation ceremony in Karachi, according to a press release. The winners will also receive an additional six months of hand-holding and financial oversight and a lifelong membership to the Women in Tech Alumni Network.
The Accelerator started with 30 founders in an intense six-day bootcamp, followed by 10 women entrepreneurs supported through three months of tailored investment-readiness support, expert mentorship, and opportunities to strengthen their business models, competitive advantage, scalability, and funding strategies, along with a two-stage funding intervention and two-stage funding for high-potential startups from the cohort.
The first prize of Rs5m was awarded to EV Square founded by Aimen Shafique; the second prize of Rs3m went to Blusha App founded by Minahil Zafar; and the third prize of Rs2.5m was awarded to Zvolta, founded by Anusha Shahid.
Published in Dawn, The Business and Finance Weekly, September 28th, 2026
