O2 has carried out a proof-of-concept trial using new technology designed to improve phone calls for customers with hearing loss.
The operator partnered with cloud-native network software provider, Mavenir, to test the capability which works seamlessly in the background. Participants use their existing phone and number as usual, with the technology working to improve call clarity by tailoring the call audio to their individual hearing needs in real time. 
Participants completed a short, automated hearing test to identify how they perceive different sound frequencies. This generated a personalised hearing profile, linked securely to their mobile number, enabling the technology to adapt how speech is delivered during calls, so conversations are clearer and easier to follow.
Unlike device-based accessibility features or third-party apps, the optimisation took place within O2’s network, allowing participants to make and receive calls as normal while benefiting from clearer, more intelligible audio.
Following the trial, nearly 90% of participants reported improvements in call clarity, helping conversations feel easier to follow and leading to fewer misunderstandings. Participants also noted reduced listening effort and a more natural calling experience.
Mary Higgins, who is profoundly deaf and took part in the trial, said: “I usually find phone calls tiring and stressful, even with hearing aids. Making a call without them is almost impossible. Using the technology was a completely different experience, as I could hear clearly without my hearing aids and didn’t need to keep asking people to repeat themselves.”
While still at an early stage, the proof-of-concept trial demonstrates how network-based technology could help improve accessibility and everyday communication for people with hearing loss.
