Comcast store manager Shaun Wilson touched his tablet and, less than 30 seconds later, an American Sign Language interpreter popped up on the screen and greeted him.
Wilson was demonstrating for Metro a new initiative to offer live, video remote ASL translation for customers at six Xfinity stores in the Philadelphia area. Comcast says it is the first telecommunications company to offer the service.
Deaf and hard of hearing people can decide to communicate through the remote interpreter or by texting with a Xfinity employee.
“They’re able to translate everything that the customer would need, as well as us providing everything that we need to get for the customer,” said Wilson, who manages the Xfinity location on City Avenue in Wynnefield.
Comcast launched the pilot program earlier this month at its four Philadelphia stores – two in Northeast Philadelphia and one in Center City, in addition to City Avenue – and at its locations in Havertown and King of Prussia.
The translation service is also being tested at Xfinity stores in St. Augustine, Florida; San Jose, California; and Frederick, Maryland.
Company representatives said the idea came from Tom Wlodowski, Comcast’s vice president for accessibility, and his Philadelphia-based team.
“We believe that this ASL video remote interpreting service will make the in-store experience more welcoming and efficient for our deaf or hard of hearing customers and retail associates,” Wlodkowski said in a statement.
Comcast partnered with Communication Service for the Deaf to provide ASL interpretation.
During last week’s demonstration, a CSD interpreter currently living in Mexico answered the call. He reported spending most of his time in doctor’s offices, though, earlier in the day, he played bingo with a client at a senior center.
“Prior to this, we would be writing down everything for a customer to translate or just to go through our conversation with them,” Wilson said. “But some people prefer that actual interpreter right there.”
In conjunction with the pilot, Comcast gave a $25,000 grant to the Pennsylvania School for the Deaf, in Germantown, to fund a program for deaf and hard of hearing young adults interested in technology careers. The company has previously partnered with the school on digital equity projects.
