Pakistan Telecommunication Company Limited (PTCL) has partnered with Pakistani accessibility technology company ConnectHear to improve services for Deaf and Hard of Hearing customers.

Under the partnership, PTCL will install SILA, ConnectHear’s AI-powered sign language agent, at selected customer care centers.

The rollout will begin in Karachi, Lahore and Islamabad.

The initiative aims to make PTCL’s customer services more accessible to people with diverse abilities. It will also strengthen the company’s efforts to create a more inclusive customer experience.

SILA Enables Direct Sign Language Communication

SILA allows Deaf customers to communicate their questions and service requirements through sign language.

The AI-powered system enables communication with customer service representatives without requiring a human interpreter.

PTCL said the initiative builds on its existing work with ConnectHear to improve accessibility for the Deaf and Hard of Hearing community.

The technology aims to give customers greater independence when accessing telecommunications services.

PTCL Highlights Inclusive Customer Service

PTCL Chief Marketing Officer Amad Khan said the partnership has developed over several years.

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He said PTCL initially focused on sensitising and training customer-facing teams. The company has now moved towards technology-based solutions for accessibility challenges.

Khan said meaningful connectivity should allow everyone to participate.

He added that PTCL aims to improve equitable access through new technologies and help customers interact with the company with greater dignity and independence.

ConnectHear Expands Accessibility Technology

ConnectHear CEO and Co-founder Azima Dhanjee said the partnership demonstrates the potential of sustained technology-driven action.

She said the introduction of SILA brings sign language accessibility directly into the customer service environment.

Dhanjee added that ConnectHear wants to help build a Pakistan where accessibility becomes part of everyday services.

The company develops technology designed to improve communication and access for Deaf and Hard of Hearing people.

PTCL and ConnectHear Previously Launched SUNO

The partnership has already produced other accessibility solutions for the Deaf community.

One example is SUNO, an AI-powered early warning system developed to deliver emergency alerts in Pakistani Sign Language through WhatsApp.

The system has helped provide critical information to Deaf people during natural and man-made disasters.

PTCL and ConnectHear said their collaboration reflects a shared belief in technology as a tool for greater equality.

The companies aim to use technology to improve accessibility and support more equitable growth in Pakistan.