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"AI should empower users - not force-fit into outdated journeys.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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HKU professor apologizes after PhD student’s AI-assisted paper cites fabricated sources.
Updated
January 8, 2026 6:33 PM
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The University of Hong Kong in Pok Fu Lam, Hong Kong Island. PHOTO: ADOBE STOCK
It’s no surprise that artificial intelligence, while remarkably capable, can also go astray—spinning convincing but entirely fabricated narratives. From politics to academia, AI’s “hallucinations” have repeatedly shown how powerful technology can go off-script when left unchecked.
Take Grok-2, for instance. In July 2024, the chatbot misled users about ballot deadlines in several U.S. states, just days after President Joe Biden dropped his re-election bid against former President Donald Trump. A year earlier, a U.S. lawyer found himself in court for relying on ChatGPT to draft a legal brief—only to discover that the AI tool had invented entire cases, citations and judicial opinions. And now, the academic world has its own cautionary tale.
Recently, a journal paper from the Department of Social Work and Social Administration at the University of Hong Kong was found to contain fabricated citations—sources apparently created by AI. The paper, titled “Forty Years of Fertility Transition in Hong Kong,” analyzed the decline in Hong Kong’s fertility rate over the past four decades. Authored by doctoral student Yiming Bai, along with Yip Siu-fai, Vice Dean of the Faculty of Social Sciences and other university officials, the study identified falling marriage rates as a key driver behind the city’s shrinking birth rate. The authors recommended structural reforms to make Hong Kong’s social and work environment more family-friendly.
But the credibility of the paper came into question when inconsistencies surfaced among its references. Out of 61 cited works, some included DOI (Digital Object Identifier) links that led to dead ends, displaying “DOI Not Found.” Others claimed to originate from academic journals, yet searches yielded no such publications.
Speaking to HK01, Yip acknowledged that his student had used AI tools to organize the citations but failed to verify the accuracy of the generated references. “As the corresponding author, I bear responsibility”, Yip said, apologizing for the damage caused to the University of Hong Kong and the journal’s reputation. He clarified that the paper itself had undergone two rounds of verification and that its content was not fabricated—only the citations had been mishandled.
Yip has since contacted the journal’s editor, who accepted his explanation and agreed to re-upload a corrected version in the coming days. A formal notice addressing the issue will also be released. Yip said he would personally review each citation “piece by piece” to ensure no errors remain.
As for the student involved, Yip described her as a diligent and high-performing researcher who made an honest mistake in her first attempt at using AI for academic assistance. Rather than penalize her, Yip chose a more constructive approach, urging her to take a course on how to use AI tools responsibly in academic research.
Ultimately, in an age where generative AI can produce everything from essays to legal arguments, there are two lessons to take away from this episode. First, AI is a powerful assistant, but only that. The final judgment must always rest with us. No matter how seamless the output seems, cross-checking and verifying information remain essential. Second, as AI becomes integral to academic and professional life, institutions must equip students and employees with the skills to use it responsibly. Training and mentorship are no longer optional; they’re the foundation for using AI to enhance, not undermine, human work.
Because in this age of intelligent machines, staying relevant isn’t about replacing human judgment with AI, it’s about learning how to work alongside it.