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"AI should empower users - not force-fit into outdated journeys.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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A humanoid robot being escorted away by police in Macau has gone viral online, prompting jokes about what some called the world’s first “robot arrest.”
Updated
April 1, 2026 8:55 AM
Macau police officer accompanying the humanoid robot. PHOTO: THREADS@BOXOF_CHOCOLATE
Police in Macau recently detained a humanoid robot after it frightened an elderly woman on a public street. The unusual encounter quickly spread online, prompting jokes about what some called the world’s first “robot arrest”.
On the evening of March 5, the robot was taken away by officers after the encounter triggered alarm among bystanders. Videos circulating on social media show an elderly woman confronting the robot on a sidewalk, visibly distressed and shouting that her “heart is pounding” while demanding to know why such “nonsense” was happening on the street. In the clip, the robot raises both hands toward the woman after she lashes out in fear — a gesture many viewers interpreted as a sign of apology.
Shortly afterwards, two officers from the Macau Public Security Police Force were seen escorting the robot and a man believed to be its operator away from the area. An officer is seen placing his right hand on the robot’s shoulder — the same posture police often use when presenting arrested suspects in official photographs.
That scene quickly spread online, fuelling jokes about what some called the world’s first “robot arrest”.
Photos shared online show a humanoid robot with long limbs and exposed mechanical joints, built from a black metallic frame without an outer shell. In dim lighting, several commenters said it resembled a “moving skeleton” — a striking sight for pedestrians encountering it unexpectedly on the street.
Witnesses said the woman appeared severely shaken and an ambulance was eventually called to take her to the hospital.
The incident also sparked discussion online about robots operating in public spaces. Some commenters argued that experimental technologies should be tested in controlled environments, while others said machines moving through public areas should have clearer designs or safety measures to avoid alarming pedestrians.
It remains unclear who deployed the robot or what purpose it was serving in the area at the time of the incident. Authorities have not released further details about the device or whether any action was taken following the encounter.