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"AI should empower users - not force-fit into outdated journeys.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 plug-and-play export pathway helps regional brands reach Asia without building overseas operations
Updated
March 17, 2026 1:01 AM
Coupang headquarters in Silicon Valley. PHOTO: ADOBE STOCK
Two western Pennsylvania companies — Kate’s Real Food and Healthy Origins — are expanding beyond the U.S. through a partnership with Coupang.
Coupang, a U.S.-technology and Fortune 150 company, operates one of the largest e-commerce platforms in South Korea. It allows American sellers to reach customers overseas without setting up their own distribution networks. Businesses ship products to a domestic Coupang logistics facility. From there, the company manages storage, fulfillment and delivery directly to customers abroad.
For Kate’s Real Food and Healthy Origins, this system opens the door to new markets without requiring on-the-ground operations. Kate’s Real Food makes organic energy and protein bars. Healthy Origins is a family-owned supplements business based near Pittsburgh. Both are now selling to customers in South Korea and in Healthy Origins’ case, Taiwan as well.
That structure addresses a practical gap for growing brands: how to access international demand without building international operations. Instead of navigating foreign warehousing and retail partnerships independently, sellers plug into an existing marketplace and logistics system.
“At Coupang, we’re proud to help thousands of American small and medium-sized businesses, agricultural producers and larger brands sell their goods to customers around the world”, said Coupang vice president Bill Anaya. “We’ve built an innovative, AI-driven export engine that enables great American entrepreneurs — like those who created Kate’s Real Food and Healthy Origins — to expand their horizons, find new revenue abroad and keep growing their local teams".
For Kate’s Real Food, the move marks its entry into South Korea for the first time. For Healthy Origins, the results have been measurable. The company reports that sales of its products on the platform have increased more than 50% year over year since partnering with Coupang. It has also expanded into Taiwan.
“Partnering with Coupang has been a significant step forward for our business”, said Bret Eby, CEO of Healthy Origins. “Coupang makes it easier to deliver a great shopping experience and we’ve appreciated the collaboration and support throughout the process. Its scale, efficiency and consumer reach in Korea are unmatched and launching on Coupang allowed us to elevate our presence and connect with customers in a much more impactful and direct way”.
The broader relevance lies in the model itself. Digital marketplaces are building integrated cross-border infrastructure. That shift changes what international expansion requires. Smaller regional brands no longer need to replicate warehousing, logistics and retail partnerships in every new market. Instead, they can plug into an existing system and reach customers abroad.
In this case, two Pennsylvania companies are doing exactly that. Their expansion illustrates how platform-led trade is reshaping the path from local operations to global reach.