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"AI should empower users - not force-fit into outdated journeys.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.
Keep Reading
From information gaps to global access — how AI is reshaping the pursuit of knowledge.
Updated
January 8, 2026 6:33 PM
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Paper cut-outs of robots sitting on a pile of books. PHOTO: FREEPIK
Encyclopaedias have always been mirrors of their time — from heavy leather-bound volumes in the 19th century to Wikipedia’s community-edited pages online. But as the world’s information multiplies faster than humans can catalogue it, even open platforms struggle to keep pace. Enter Botipedia, a new project from INSEAD, The Business School for the World, that reimagines how knowledge can be created, verified and shared using artificial intelligence.
At its core, Botipedia is powered by proprietary AI that automates the process of writing encyclopaedia entries. Instead of relying on volunteers or editors, it uses a system called Dynamic Multi-method Generation (DMG) — a method that combines hundreds of algorithms and curated datasets to produce high-quality, verifiable content. This AI doesn’t just summarise what already exists; it synthesises information from archives, satellite feeds and data libraries to generate original text grounded in facts.
What makes this innovation significant is the gap it fills in global access to knowledge. While Wikipedia hosts roughly 64 million English-language entries, languages like Swahili have fewer than 40,000 articles — leaving most of the world’s population outside the circle of easily available online information. Botipedia aims to close that gap by generating over 400 billion entries across 100 languages, ensuring that no subject, event or region is overlooked.
"We are creating Botipedia to provide everyone with equal access to information, with no language left behind", says Phil Parker, INSEAD Chaired Professor of Management Science, creator of Botipedia and holder of one of the pioneering patents in the field of generative AI. "We focus on content grounded in data and sources with full provenance, allowing the user to see as many perspectives as possible, as opposed to one potentially biased source".
Unlike many generative AI tools that depend on large language models (LLMs), Botipedia adapts its methods based on the type of content. For instance, weather data is generated using geo-spatial techniques to cover every possible coordinate on Earth. This targeted, multi-method approach helps boost both the accuracy and reliability of what it produces — key challenges in today’s AI-driven content landscape.
Additionally, the innovation is also energy-efficient. Its DMG system operates at a fraction of the processing power required by GPU-heavy models like ChatGPT, making it a sustainable alternative for large-scale content generation.
By combining AI precision, linguistic inclusivity and academic credibility, Botipedia positions itself as more than a digital library — it’s a step toward universal, unbiased access to verified knowledge.
"Botipedia is one of many initiatives of the Human and Machine Intelligence Institute (HUMII) that we are establishing at INSEAD", says Lily Fang, Dean of Research and Innovation at INSEAD. "It is a practical application that builds on INSEAD-linked IP to help people make better decisions with knowledge powered by technology. We want technologies that enhance the quality and meaning of our work and life, to retain human agency and value in the age of intelligence".
By harnessing AI to bridge gaps of language, geography and credibility, Botipedia points to a future where access to knowledge is no longer a privilege, but a shared global resource.