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"AI should empower users - not force-fit into outdated journeys.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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How ChinaMarket uses digital tools to make cross-border sourcing faster and more accessible for smaller businesses
A rack of colourful scarves. PHOTO: UNSPLASH
The 5th RCEP (Shandong) Import Commodities Expo opened this week at the Linyi International Expo Center, bringing together more than 5,300 buyers and over 400 exhibitors from 48 countries. Alongside the scale of the event, a quieter shift was visible in how trade itself is being organised.
ChinaMarket, the official platform of Linyi Mall, used the expo to show how sourcing is moving from manual coordination to software-led systems. On the first day, it hosted procurement matchmaking sessions and signed agreements with buyer groups from Argentina, South Korea and Ghana. But the focus was less on the deals themselves and more on the mechanism behind them.
The platform operates as a structured network of verified manufacturers, grouped by industrial clusters. Instead of buyers searching supplier by supplier, the system uses data and AI tools to match demand with production capacity. At the expo, this process was made visible through real-time data screens and guided sourcing sessions, where procurement teams connected directly with factories across categories such as building materials, textiles and electronics.
"Sourcing suppliers separately was time-consuming and inefficient. ChinaMarket accurately matches our needs and recommends reliable factories, saving us considerable effort," commented an Argentine buyer.
The underlying problem being addressed is not new. Cross-border sourcing is often slow, fragmented and dependent on intermediaries. What is changing is how that process is being compressed. By combining supplier verification, demand matching and communication into a single system, platforms like ChinaMarket aim to shorten sourcing cycles. They also reduce uncertainty in procurement decisions.
Financing is another layer where the model is evolving. Even when suppliers and buyers are matched efficiently, access to capital can still slow transactions down. Small and medium-sized firms often face constraints around payment terms and access to credit in international trade.
ChinaMarket’s “data + order financing” model links transaction data with financial services, allowing funding decisions to be tied more directly to verified orders rather than external collateral. In practice, this shifts part of the risk assessment from institutions to platform-level data.
The company is also extending this structure into agricultural supply chains. At the expo, it signed an agreement with a local government in Yinan County to build a digitally managed agricultural belt. The model combines sourcing at origin with platform distribution, with an emphasis on traceability for buyers across RCEP markets. This reflects a broader attempt to standardise supply visibility in sectors that are typically less digitised.
Geographically, the platform has been expanding into Southeast Asia. It has launched a digital marketplace in Malaysia and established operations in Indonesia, including support for government-linked procurement projects. These moves suggest a focus on embedding the platform within regional trade flows rather than operating as a standalone marketplace.
"We aim to be a 'super connector' between Chinese industrial belts and global markets", said Quan Chuanxiao, Chairman of Depth Digital Technology Group and ChinaMarket. "By digitizing the cross-border trade process, we solve trust and efficiency issues, making it simpler, faster, and more reliable for overseas buyers to source from China".
What emerges from the expo is less about a single platform and more about a shift in infrastructure. Trade is gradually moving toward systems where discovery, verification, negotiation and financing are handled within integrated digital layers. The question is not whether sourcing can be digitised, but how reliably these systems can scale across industries where trust and execution still depend on physical outcomes.