Zong Launches OZ, An AI-Powered Assistant to Transform Telecom Support in Pakistan

Zong 4G launches OZ, an AI-based customer support assistant.
Available via My Zong app, website, and chat windows.
Offers real-time help for data, billing, and account queries.
Aims to reduce helpline dependency and enhance service speed.

Zong 4G has officially launched its AI-powered digital assistant, OZ, now available across various digital platforms. With its launch, the company has taken an important initiative towards modernizing telecom customer service in Pakistan by delivering smart, faster, and 24/7 non-stop service.

What is Zong OZ?

OZ is the new AI chatbot from Zong, designed to provide intelligent, real-time responses to its users’ queries. Rather than calling a helpline or searching an FAQ, a user can now engage with a conversational assistant in natural language, understand the user’s needs, and provide personalized answers to a specific problem.

OZ makes everything easy, from balancing to subscribing to data bundles, handling payment issues, and managing complaints.

Where Can You Access OZ?

You can chat with OZ on the following platforms:

My Zong App
Zong’s official website
Integrated chat windows on customer service portals

The user interface is clean, and it is easy for even a new user or a non-tech-savvy person to navigate.

Smarter, Faster Telecom Support

In the Q1 2025 PTA Customer Service Report, Zong highlights both improvements and areas that require further development, achieving positive results in the areas of helpline serviceability and complaint resolution, while still lagging in response time and billing-related contacts.

By implementing OZ

Response times are expected to improve
Call center traffic may reduce
Operational efficiency and customer satisfaction should increase

OZ is more than just a chatbot, as it is part of Zong’s shift in focus to AI-enabled telecom services.

Currently, OZ is processing telecom inquiries, such as balance inquiries, SIM enquiries, package information, and the status of complaints, among others. However, it is possible that in future updates, there will be: