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"AI should empower users - not force-fit into outdated journeys.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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A planned city explores how real-time data and automation can shape everyday urban systems
Updated
May 1, 2026 2:25 PM
A package being delivered by drone using the Meituan app. PHOTO: ADOBE STOCK
A newly built district in northern China is being used to test how cities function when infrastructure, data and automation are integrated from the ground up. In Xiong'an New Area, traffic systems, public monitoring and urban services are designed to respond in real time rather than operate on fixed rules.
At the centre of this is a traffic management system powered by more than 20,000 roadside sensors. These track traffic flow, vehicle types and congestion levels, feeding data into an AI system that adjusts signals in milliseconds. Official figures show this has reduced the average number of stops per vehicle by half. The system also detects equipment faults, sends alerts and generates maintenance requests without manual input.
Automation extends beyond roads. Drones are deployed across the city for routine monitoring. In the Rongdong district, roadside units release drones that follow fixed patrol routes of around 1.27 kilometres, completing each run in about five minutes. They are used to monitor traffic, detect illegal parking and inspect public spaces. Similar systems operate in parks to track water levels and issue flood alerts, while in some work zones, drones transport packages of up to five kilograms between buildings.
These applications reflect a broader approach: integrating multiple systems into a single, connected urban framework. Unlike older cities where infrastructure evolves in layers, Xiong’an has been built with coordinated digital systems from the outset. This allows transport, maintenance and public services to operate through shared data systems rather than in isolation.
Alongside this, the area is being developed as a technology and innovation hub. Since its establishment in 2017, it has attracted more than 400 branches of state-owned enterprises and over 200 companies working in sectors such as artificial intelligence, aerospace information and digital technology.
This ecosystem supports projects like the “Xiong’an-1” satellite, which completed research, design, production and testing within eight months of regulatory approval in 2025. The satellite is currently undergoing testing, with a planned launch expected in the second quarter of 2026. It forms part of a broader push to build an aerospace information industry in the region.
The area is also structured to bring companies, research and production closer together. At the Zhongguancun Science Park in Xiong’an, which spans 207,000 square metres, 269 technology companies operate across sectors including AI, robotics and biotechnology. The park hosts more than 2,700 researchers and industry professionals, with companies organised into sector-specific clusters.
Policy support continues to shape this development. In early 2026, the State Council approved the upgrade of Xiong’an’s high-tech industrial development zone to national level status, with a focus on attracting high-end research and strengthening links between scientific development and industrial output.
Xiong’an is positioned as a testing ground for how smart city systems can be deployed at scale. The model depends on coordinated planning, integrated infrastructure and sustained policy support. Whether these systems can be adapted to existing cities, where infrastructure and governance are more fragmented, remains an open question.