Circles powers telco personalization with OpenAI technology

Telcos have rich customer signals across usage, billing, network activity, and location, but turning those signals into timely, personalized action remains difficult. Circles saw an opportunity to rethink the telco experience around that challenge, using OpenAI to build an AI-native telco stack that can connect support, personalization, operations, and monetization in real time.

The result is a customer experience built around Circles’ AI Concierge, a conversational interface powered by OpenAI’s API platform. In Singapore, Circles’ AI-powered personalization has helped increase ARPU by 22% and reduce churn by 9%. CareX, the multi-agent architecture behind the AI Concierge, now delivers a 65% autonomous resolution rate for customer support.

Founded in Singapore, Circles is a technology company whose SaaS platform helps digital telco operators launch and run AI-powered customer experiences. The company also operates Circles.Life, its own consumer telco business in Singapore. Founded in 2014, Circles works with telco operators across 14 countries and six continents.

Building the AI Concierge

Traditional telco support is often reactive. Customers navigate menus, repeat information, and wait for help after a problem has already occurred. While operators have rich customer data across usage, billing, network activity, and location, it has remained a challenge to turn those signals into timely, personalized action. To address this, Circles built its AI Concierge on the OpenAI API, creating a conversational interface designed to deliver proactive, context-aware customer engagement.

"AI should empower users, not force-fit them into outdated journeys. OpenAI's role has been critical in enabling Circles to scale this vision globally. With the AI concierge, we are moving beyond providing simple answers to delivering real-world outcomes, along with balancing cost and latency to maximize value for operators and customers alike."

—Awais Malik, Global Chief Growth Officer, Circles