Circles is using AI to turn telecom support from a cost centre into a faster, more personalised growth engine
Updated
May 1, 2026 2:04 PM
A woman holding a phone while using a laptop. PHOTO: ADOBE STOCK
Circles, a Singapore startup that builds software for digital telecom operators, has launched an AI concierge as part of its partnership with OpenAI. The release marks a new step in the company’s effort to modernise how telecom providers serve and retain customers. The move reflects a wider shift in the telecom sector. Many operators still rely on older support systems that can be slow, fragmented and costly to run. AI is now being tested as a way to improve service while creating new revenue opportunities.
Circles said the concierge is built on OpenAI’s API platform and sits within what it calls an AI-native telecom stack. In practical terms, the system is designed to handle customer support, account changes and personalised offers through automated interactions.
One part of the platform is called CareX. According to the company, it can deal with billing issues, service requests and network-related problems. Circles said CareX currently resolves 85% of customer queries globally without human intervention and reaches a 95% resolution rate on end-to-end tasks. That matters because customer support remains one of the larger operating costs for telecom providers. Faster automated handling could lower pressure on service teams while reducing wait times for users.
The second part of the platform is Xplore IQ, which focuses on revenue growth. The tool is designed to predict what a customer may need, recommend a suitable plan or offer and complete upgrades or downgrades automatically. Circles said the early rollout has led to a 22% rise in average revenue per user for Circles.Life Singapore. It also said personalised offers helped reduce customer churn by 9%.
"AI should empower users - not force-fit into outdated journeys.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", said Awais Malik, Global Chief Growth Officer at Circles.
"Circles is demonstrating how advanced AI can modernize essential industries like telecommunications at scale. By combining frontier models with multi-agent systems, they are enabling telecom operators globally to deliver faster, smarter and more personalized customer experiences. This milestone is a strong example of how AI can deliver tangible value for businesses and customers they serve", Oliver Jay, Managing Director, International for OpenAI, added.
Together, the tools are intended to connect customer service, operations and sales into one system. Rather than treating support and monetisation as separate functions, the company is combining them into a single digital layer.
Circles said the partnership will continue over the next two years as both companies work toward a more autonomous telecom model. Whether that vision is achieved remains to be seen, but the direction is clear: telecom operators are increasingly treating AI as core infrastructure rather than an optional add-on.
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As global tech ecosystems become more interconnected, the ability to move innovation across borders is becoming just as important as building it. A new partnership between MTR Lab, the investment arm of MTR Corporation and ZGC Science City Ltd, a government-backed technology ecosystem based in Beijing’s Haidian district, reflects this shift.
At its core, the collaboration is designed to connect high-potential Chinese startups with global capital, real-world deployment opportunities and international markets. It focuses on sectors like AI, robotics, smart mobility and sustainable urban development—areas where China already has strong technical depth but where scaling beyond domestic markets can be more complex.
This is where the partnership begins to matter. ZGC Science City sits at the center of one of China’s most concentrated innovation clusters, with thousands of AI companies and a growing base of specialised and high-growth firms. MTR Lab, on the other hand, brings access to international markets, industry networks and practical deployment environments tied to infrastructure, transport and urban systems. Together, they are attempting to bridge a familiar gap: turning local innovation into globally relevant products.
In practice, the model is straightforward. ZGC Science City will introduce MTR Lab to startups working in priority sectors, creating a pipeline for potential investment and collaboration. From there, MTR Lab can support these companies through funding, pilot projects and access to overseas markets. The idea is not just to invest, but to help startups test and apply their technologies in real-world settings, particularly in complex urban environments.
The timing is notable. China’s AI and deep tech ecosystem has expanded rapidly, with thousands of companies contributing to advancements in automation, smart infrastructure and sustainability. At the same time, global demand for these technologies is rising, especially as cities look for more efficient and scalable solutions. Yet, moving from innovation to adoption often requires cross-border coordination—something individual startups may struggle to navigate alone.
This partnership also builds on a broader pattern. Corporate venture arms like MTR Lab are increasingly positioning themselves not just as investors, but as connectors between markets. By combining capital with access to infrastructure and deployment scenarios, they offer startups a way to move faster from development to real-world use. For ZGC Science City, the collaboration adds an international layer to its ecosystem, helping local companies extend beyond domestic growth.
What emerges is a model that goes beyond a typical investment announcement. It reflects a growing recognition that innovation today is rarely confined to one geography. Technologies may be developed in one ecosystem, refined in another and scaled globally through partnerships like this.
As cross-border collaboration becomes more central to how startups grow, partnerships like the one between MTR Lab and ZGC Science City point to a more connected innovation landscape—one where access, not just invention, defines success.