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"AI should empower users - not force-fit into outdated journeys.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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Inside Mercuryo’s Visa Partnership
Updated
February 10, 2026 11:18 PM
Close up of Visa credit cards. PHOTO: ADOBE STOCK
Mercuryo is a fintech startup that builds the infrastructure to enable money to move seamlessly between crypto and traditional banking systems. In simple terms, it works on the problem of turning digital assets into usable cash.
As more people hold crypto through wallets and exchanges, one practical issue keeps arising: how do you actually withdraw that money and use it in the real world? For many users, converting tokens into local currency is still slow, confusing or expensive. That gap between “owning” crypto and being able to spend it is where Mercuryo operates.
The company’s latest step forward is a partnership with Visa to improve what is known as “off-ramping” — the process of converting crypto into fiat currency like dollars or euros. Until now, this has often been slow, expensive and confusing for users. Mercuryo is using Visa Direct, Visa’s real-time payments system, to make that process faster and more direct.
With this integration, users can convert their digital tokens into local currency and send the money straight to a Visa debit or credit card. The transaction happens through systems that already power global card payments, which means the money can arrive in near real time instead of days later.
Technically, this connects two very different worlds. On one side is blockchain-based crypto, which moves value on decentralised networks. On the other side is the traditional payment system, which runs on banks, cards and regulated rails. Mercuryo’s platform sits between the two and handles the conversion and movement of funds.
Instead of users leaving their wallet or exchange to cash out, Mercuryo allows the conversion to happen inside the apps and platforms they already use. The user does not need to understand the plumbing behind it. They just see that crypto becomes spendable money on their card.
This matters because access is what makes any financial system usable. If people cannot easily move their money, they treat it as locked or risky. Faster off-ramps make digital assets more practical, not just speculative.
Mercuryo’s work is not about creating new tokens or trading tools. It is about building the pipes that let money move smoothly between Web3 and the traditional financial world. The Visa partnership strengthens those pipes by using a global, trusted payments network that already works at scale.
Visa also framed the partnership as a bridge between systems. Anastasia Serikova, Head of Visa Direct, Europe, said: "By leveraging Visa Direct's capabilities, Mercuryo is not only making converting to fiat faster, simpler and more accessible than ever—it's building bridges between the crypto space and the traditional financial system. This integration empowers users to seamlessly convert digital assets into fiat in near real time, creating a more connected and convenient payment experience".
Over time, this kind of infrastructure is what determines whether crypto remains niche or becomes part of everyday finance. Not through headlines, but through systems that quietly reduce friction.
Mercuryo’s direction is clear: make digital assets easier to use, easier to exit and easier to connect to the money systems people already rely on.