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"AI should empower users - not force-fit into outdated journeys.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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Where Hollywood magic meets AI intelligence — Hong Kong becomes the new stage for virtual humans
Updated
February 7, 2026 2:18 PM
William Wong, Chairman and CEO of Digital Domain. PHOTO: YORKE YU
In an era where pixels and intelligence converge, few companies bridge art and science as seamlessly as Digital Domain. Founded three decades ago by visionary filmmaker James Cameron, the company built its name through cinematic wizardry—bringing to life the impossible worlds of Titanic, The Curious Case of Benjamin Button and the Marvel universe. But today, its focus has evolved far beyond Hollywood: Digital Domain is reimagining the future of AI-driven virtual humans—and it’s doing so from right here in Hong Kong.
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“AI and visual technology are merging faster than anyone imagined,” says William Wong, Chairman and CEO of Digital Domain. “For us, the question is not whether AI will reshape entertainment—it already has. The question is how we can extend that power into everyday life.”
Though globally recognized for its work on blockbuster films and AAA games, Digital Domain’s story is also deeply connected to Asia. A Hong Kong–listed company, it operates a network of production and research centers across North America, China and India. In 2024, it announced a major milestone—setting up a new R&D hub at Hong Kong Science Park focused on advancing artificial intelligence and virtual human technologies. “Our roots are in visual storytelling, but AI is unlocking a new frontier,” Wong says. “Hong Kong has been very proactive in promoting innovation and research, and with the right partnerships, we see real potential to make this a global R&D base.”
Building on that commitment, the company plans to invest about HK$200 million over five years, assembling a team of more than 40 professional talents specializing in computer vision, machine learning and digital production. For now, the team is still growing and has room to expand. “Talent is everything,” says Wong. “We want to grow local expertise while bringing in global experience to accelerate the learning curve.”
Digital Domain’s latest chapter revolves around one of AI’s most fascinating frontiers: the creation of virtual humans.
These are hyperrealistic, AI-powered virtual humans capable of speaking, moving and responding in real time. Using the advanced motion-capture and rendering techniques that transformed Hollywood visual effects, the company now builds digital personalities that appear on screens and in physical environments—serving in media, education, retail and even public services.
One of its most visible projects is “Aida”, the AI-powered presenter who delivers nightly weather reports on the Radio Television Hong Kong (RTHK). Another initiative, now in testing, will soon feature AI-powered concierges greeting travelers at airports, able to communicate in multiple languages and provide real-time personalized services. Similar collaborations are under way in healthcare, customer service and education.
“What’s exciting,” says Wong, “is that our technologies amplify human capability, helping to deliver better experiences, greater efficiency and higher capacity. AI-powered virtual humans can interact naturally, emotionally and in any language. They can help scale creativity and service, not replace it.”
To make that possible, Digital Domain has designed its system for compatibility and flexibility. It can connect to major AI models—from OpenAI and Google to Baidu—and operate across cloud platforms like AWS, Alibaba Cloud and Microsoft Azure. “It’s about openness,” says Wong. “Our clients can choose the AI brain that best fits their business.”
Establishing a permanent R&D base in Hong Kong marks a turning point for the company—and, in a broader sense, for the city’s technology ecosystem. With the support of the Office for Attracting Strategic Enterprises (OASES) in Hong Kong, Digital Domain hopes to make the city a creative hub where AI meets visual arts. “Hong Kong is the perfect meeting point,” Wong says. “It combines international exposure with a growing innovation ecosystem. We want to make it a hub for creative AI.”
As part of this effort, the company is also collaborating with universities such as the University of Hong Kong, City University of Hong Kong and Hong Kong Baptist University to co-develop new AI solutions and nurture the next generation of engineers. “The goal,” Wong notes, “is not just R&D for the sake of research—but R&D that translates into real-world impact.”
The collaboration with OASES underscores how both the company and the city share a vision for innovation-led growth. As Peter Yan King-shun, Director-General of OASES, notes, the initiative reflects Hong Kong’s growing strength as a global innovation and technology hub. “OASES was set up to attract high-potential enterprises from around the world across key sectors such as AI, data science, and cultural and creative technology,” he says. “Digital Domain’s new R&D center is a strong example of how Hong Kong can combine world-class talent, technology and creativity to drive innovation and global competitiveness.”
Digital Domain’s story mirrors the evolution of Hong Kong’s own innovation landscape—where creativity, technology and global ambition converge. From the big screen to the next generation of intelligent avatars, the company continues to prove that imagination is not bound by borders, but powered by the courage to reinvent what’s possible.