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"AI should empower users - not force-fit into outdated journeys.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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The IT services firm strengthens its collaboration with Google Cloud to help enterprises move AI from pilot projects to production systems
Updated
March 17, 2026 1:02 AM

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Enterprise interest in AI has moved quickly from experimentation to execution. Many organizations have tested generative tools, but turning those tools into systems that can run inside daily operations remains a separate challenge. Cognizant, an IT services firm, is expanding its partnership with Google Cloud to help enterprises move from AI pilots to fully deployed, production-ready systems.
Cognizant and Google Cloud are deepening their collaboration around Google’s Gemini Enterprise and Google Workspace. Cognizant is deploying these tools across its own workforce first, using them to support internal productivity and collaboration. The idea is simple: test and refine the systems internally, then package similar capabilities for clients.
The focus of the partnership is what Cognizant calls “agentic AI.” In practical terms, this refers to AI systems that can plan, act and complete tasks with limited human input. Instead of generating isolated outputs, these systems are designed to fit into business workflows and carry out structured tasks.
To make that workable at scale, Cognizant is building delivery infrastructure around the technology. The company is setting up a dedicated Gemini Enterprise Center of Excellence and formalizing an Agent Development Lifecycle. This framework covers the full process, from early design and blueprinting to validation and production rollout. The aim is to give enterprises a clearer path from the AI concept to a deployed system.
Cognizant also plans to introduce a bundled productivity offering that combines Gemini Enterprise with Google Workspace. The targeted use cases are operational rather than experimental. These include collaborative content creation, supplier communications and other workflow-heavy processes that can be standardized and automated.
Beyond productivity tools, Cognizant is integrating Gemini into its broader service platforms. Through Cognizant Ignition, enabled by Gemini, the company supports early-stage discovery and prototyping while helping clients strengthen their data foundations. Its Agent Foundry platform provides pre-configured and no-code capabilities for specific use cases such as AI-powered contact centers and intelligent order management. These tools are designed to reduce the amount of custom development required for each deployment.
Scaling is another element of the strategy. Cognizant, a multi-year Google Cloud Data Partner of the Year award winner, says it will rely on a global network of Gemini-trained specialists to deliver these systems. The company is also expanding work tied to Google Distributed Cloud and showcasing capabilities through its Google Experience Zones and Gen AI Studios.
For Google Cloud, the partnership reinforces its enterprise AI ecosystem. Cloud providers can offer models and infrastructure, but enterprise adoption often depends on service partners that can integrate tools into existing systems and manage ongoing operations. By aligning closely with Cognizant, Google strengthens its ability to move Gemini from platform capability to production deployment.
The announcement does not introduce a new AI model. Instead, it reflects a shift in emphasis. The core question is no longer whether AI tools exist, but how they are implemented, governed and scaled across large organizations. Cognizant’s expanded role suggests that execution frameworks, internal deployment and structured delivery models are becoming central to how enterprises approach AI.
In that sense, the partnership is less about new technology and more about operational maturity. It highlights how AI is moving from isolated pilots to managed systems embedded in business processes — a transition that will likely define the next phase of enterprise adoption.