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"AI should empower users - not force-fit into outdated journeys.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 Korea is trying to take control of its AI future.
Updated
January 13, 2026 10:56 AM
SK Telecom Headquarters in Seoul, South Korea. PHOTO: ADOBE STOCK
SK Telecom, South Korea’s largest mobile operator, has unveiled A.X K1, a hyperscale artificial intelligence model with 519 billion parameters. The model sits at the center of a government-backed effort to build advanced AI systems and domestic AI infrastructure within Korea. This comes at a time when companies in the United States and China largely dominate the development of the most powerful large language models.
Rather than framing A.X K1 as just another large language model, SK Telecom is positioning it as part of a broader push to build sovereign AI capacity from the ground up. The model is being developed as part of the Korean government’s Sovereign AI Foundation Model project, which aims to ensure that core AI systems are built, trained and operated within the country. In simple terms, the initiative focuses on reducing reliance on foreign AI platforms and cloud-based AI infrastructure, while giving Korea more control over how artificial intelligence is developed and deployed at scale.
One of the gaps this approach is trying to address is how AI knowledge flows across a national ecosystem. Today, the most powerful AI foundation models are often closed, expensive and concentrated within a small number of global technology companies. A.X K1 is designed to function as a “teacher model,” meaning it can transfer its capabilities to smaller, more specialized AI systems. This allows developers, enterprises and public institutions to build tailored AI tools without starting from scratch or depending entirely on overseas AI providers.
That distinction matters because most real-world applications of artificial intelligence do not require massive models operating independently. They require focused, reliable AI systems designed for specific use cases such as customer service, enterprise search, manufacturing automation or mobility. By anchoring those systems to a large, domestically developed foundation model, SK Telecom and its partners are aiming to create a more resilient and self-sustaining AI ecosystem.
The effort also reflects a shift in how AI is being positioned for everyday use. SK Telecom plans to connect A.X K1 to services that already reach millions of users, including its AI assistant platform A., which operates across phone calls, messaging, web services and mobile applications. The broader goal is to make advanced AI feel less like a distant research asset and more like an embedded digital infrastructure that supports daily interactions.
This approach extends beyond consumer-facing services. Members of the SKT consortium are testing how the hyperscale AI model can support industrial and enterprise applications, including manufacturing systems, game development, robotics and autonomous technologies. The underlying logic is that national competitiveness in artificial intelligence now depends not only on model performance, but on whether those models can be deployed, adapted and validated in real-world environments.
There is also a hardware dimension to the project. Operating an AI model at the 500-billion-parameter scale places heavy demands on computing infrastructure, particularly memory performance and communication between processors. A.X K1 is being used to test and validate Korea’s semiconductor and AI chip capabilities under real workloads, linking large-scale AI software development directly to domestic semiconductor innovation.
The initiative brings together technology companies, universities and research institutions, including Krafton, KAIST and Seoul National University. Each contributes specialized expertise ranging from data validation and multimodal AI research to system scalability. More than 20 institutions have already expressed interest in testing and deploying the model, reinforcing the idea that A.X K1 is being treated as shared national AI infrastructure rather than a closed commercial product.
Looking ahead, SK Telecom plans to release A.X K1 as open-source AI software, alongside APIs and portions of the training data. If fully implemented, the move could lower barriers for developers, startups and researchers across Korea’s AI ecosystem, enabling them to build on top of a large-scale foundation model without incurring the cost and complexity of developing one independently.