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"AI should empower users - not force-fit into outdated journeys.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 closer look at PMMI’s FastTrack initiative and why it matters for growing manufacturing firms
Updated
February 13, 2026 10:44 AM
Cardboard boxes in a warehouse. PHOTO: UNSPLASH
Large trade shows are built for scale. But for small and medium-sized manufacturers, that scale often creates distance between what’s on display and what they can actually use. Too many options, too little time, and very few tools designed for companies that are still growing. That mismatch is what PMMI is trying to correct with its new SMB FastTrack Program at PACK EXPO East 2026.
That is the problem PMMI is trying to address with its new SMB FastTrack Program, launching at PACK EXPO East 2026 in Philadelphia.
PMMI — the Association for Packaging and Processing Technologies — is the industry body behind the PACK EXPO trade shows and a central organization in the global packaging and processing sector. Through FastTrack, it has created a program (not an app or a product) designed to help small and mid-sized companies navigate the show more efficiently and connect with solutions that fit their scale.
The idea behind SMB FastTrack is simple: reduce friction. Instead of asking smaller firms to sort through hundreds of exhibitors and sessions on their own, the program curates what is most relevant to them. Exhibitors that offer flexible pricing, right-sized machinery, or SMB-focused services are clearly identified with visual icons in both the online directory and on the show floor. That way, a small manufacturer can quickly distinguish between enterprise-only vendors and partners that are realistically accessible.
The same logic carries into education. Rather than treating all attendees the same, PACK EXPO East 2026 will include a learning track specifically built around SMB realities. These sessions focus on issues that smaller teams actually face—how to hire and train workers, use AI without over-investing, improve food safety, cut operating costs, and adopt technology in stages. The goal is not inspiration, but applicability: content that reflects real constraints, not ideal scenarios.
Planning, too, is built into the structure of the program. Through a dedicated FastTrack landing page, participants can access curated supplier lists, recommended sessions, and planning tools that help organize their time before they ever step onto the show floor. Tools like category search and sustainability finders are meant to narrow choices quickly, turning a massive event into something manageable.
Seen together, these elements point to a broader intention. PMMI is not simply adding features—it is reshaping how smaller manufacturers experience a major industry event. Instead of competing for attention in a space built for scale, SMBs are given clearer paths to the people, tools, and knowledge that match where they actually are in their growth cycle.
What makes SMB FastTrack notable is not the technology behind it, but the intention behind it. PMMI is recognizing that progress for small and mid-sized manufacturers depends less on spectacle and more on fit—solutions that are accessible, affordable, and adaptable. The program is designed to help companies move with purpose, not pressure.
In an industry where visibility often follows size, SMB FastTrack represents a structural shift. It treats small and medium-sized manufacturers not as a subset of the audience, but as a distinct group with distinct needs. By doing so, PMMI is quietly redefining what a trade show can be: not just a marketplace of innovation, but a usable platform for companies still building their next stage of growth.