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"AI should empower users - not force-fit into outdated journeys.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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From TV to YouTube, the Oscars’ global shift reveals how entertainment, access and platforms are reshaping cultural institutions.
Updated
January 8, 2026 6:29 PM
Youtube app on a mobile device. PHOTO: UNSPLASH
The Oscars are moving to YouTube. Beginning in 2029, the Academy of Motion Picture Arts and Sciences has signed a multi-year agreement that makes YouTube the exclusive global home of the Oscars through 2033. From the ceremony itself to red carpet coverage, behind-the-scenes access and the Governors Ball, the entire experience will live on a platform most people already open every day.
On the surface, it looks like a distribution shift. In reality, it signals a broader strategic reset. For decades, television delivered scale for cultural institutions. Today, reach and discovery live on platforms, not channels. By choosing YouTube, the Academy is quietly acknowledging that cultural relevance today is built where audiences already are. In that context, YouTube is no longer just a place to watch clips but an emerging piece of cultural infrastructure.
What also stands out is how the Oscars are being reframed. This partnership is not limited to one night a year. Alongside the ceremony, YouTube will host year-round Academy programming through the Oscars YouTube channel. That includes nominations announcements, the Governors Awards, the Student Academy Awards, the Scientific and Technical Awards, filmmaker interviews, podcasts and education programs. Instead of a single broadcast moment, the Oscars are turning into an always-on ecosystem.
Accessibility is another central pillar of the deal. The Oscars will be free to watch globally, supported by closed captioning and audio tracks in multiple languages. This is less about nice-to-have features and more about staying relevant in a global, digital-first world. Younger audiences and viewers outside traditional Western markets expect access by default. The Academy is clearly building with that expectation in mind.
There is also a deeper exchange happening between heritage and technology. YouTube gains cultural weight by hosting one of the world’s most established creative institutions. The Academy, in turn, gains technological legitimacy and a clearer path into the future.
That balance extends to how the transition is being handled. The Academy’s domestic broadcast partnership with Disney ABC will continue through the 100th Oscars in 2028 and the international arrangement with Disney’s Buena Vista International remains in place until then. This is not an abrupt break from legacy media but a carefully phased shift. Change is being managed without burning bridges.
“We are thrilled to enter into a multifaceted global partnership with YouTube to be the future home of the Oscars and our year-round Academy programming,” said Academy CEO Bill Kramer and Academy President Lynette Howell Taylor. “The Academy is an international organization and this partnership will allow us to expand access to the work of the Academy to the largest worldwide audience possible — which will be beneficial for our Academy members and the film community. This collaboration will leverage YouTube’s vast reach and infuse the Oscars and other Academy programming with innovative opportunities for engagement while honoring our legacy. We will be able to celebrate cinema, inspire new generations of filmmakers and provide access to our film history on an unprecedented global scale.”
From YouTube’s side, the partnership places the platform firmly in the center of global cultural moments. “The Oscars are one of our essential cultural institutions, honoring excellence in storytelling and artistry,” said Neal Mohan, CEO, YouTube. “Partnering with the Academy to bring this celebration of art and entertainment to viewers all over the world will inspire a new generation of creativity and film lovers while staying true to the Oscars’ storied legacy.”
Google Arts & Culture extends the partnership beyond the ceremony. Select Academy Museum exhibitions and materials from the Academy’s 52-million-item collection will be made digitally accessible worldwide, bringing film history and education onto the same platform.
Taken together, the deal is less about where the Oscars will stream and more about how cultural institutions are adapting to the changing landscape. The Academy is positioning itself to be present year-round, globally accessible and aligned with the platforms that shape everyday viewing.