Singapore – Circles has introduced an AI-based concierge system developed in collaboration with OpenAI, marking progress in a multi-year effort to build what the company describes as an AI-native telecommunications platform.
The concierge system is built using OpenAI’s APIs and forms part of Circles’ broader technology stack designed for digital telecom operators. The development reflects a shift from conventional customer service models towards automated and data-driven engagement, enabling operators to manage interactions and deliver services in a more integrated manner.
Central to this system is CareX, which operates on a multi-agent framework designed to coordinate different specialised functions across telecom operations. The platform is intended to handle a range of processes, including network troubleshooting and billing enquiries, with a high level of automation. A significant proportion of customer requests can be resolved without human involvement, indicating a move towards more autonomous service delivery.
“AI should empower users— not force-fit into outdated journeys. OpenAI’s role has been critical in enabling Circles to scale this vision globally,” Awais Malik, Global Chief Growth Officer at Circles, stated.
“With the AI concierge, we are moving beyond providing simple answers to delivering real-world outcomes, along with balancing cost and latency to maximise value for operators and customers.”
Alongside this, Circles has deployed Xplore IQ, a tool focused on commercial optimisation. The system is designed to anticipate user requirements, generate tailored service recommendations and execute account changes automatically.
It applies predictive modelling and continuous learning from customer interactions to refine its outputs over time. Early implementation data from Circles.Life in Singapore suggests measurable increases in average revenue per user and a reduction in customer attrition.
“Circles is demonstrating how advanced AI can modernise essential industries like telecommunications at scale,” Oliver Jay, Managing Director, International for OpenAI, commented.
“By combining frontier models with multi-agent systems, they are enabling telecom operators globally to deliver faster, smarter and more personalised customer experiences.”
The combined use of these systems integrates customer engagement, operational processes and revenue management into a unified framework. This approach is intended to support telecom operators in adapting to increasing demand for personalised digital services while improving efficiency.
The collaboration between Circles and OpenAI is expected to continue over the coming years, with further development planned to expand automation capabilities within telecom networks and services.
