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"AI should empower users - not force-fit into outdated journeys.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 the high-profile trial of the music mogul offers lessons for entrepreneurs on accountability, ethics, and leadership.
Updated
January 8, 2026 6:35 PM

Sean "DIddy" Combs. PHOTO: NPC NEWS
Sean “Diddy” Combs—hip-hop icon, entrepreneur, and cultural force—has built a career on his larger-than-life persona, business acumen, and ability to dominate industries ranging from music to fashion to spirits. But his recent trial, which involves explosive allegations of racketeering, sex trafficking, and transportation to engage in prostitution, has cast a shadow over his legacy.
The federal trial, which began after his arrest in September 2024, has revealed shocking claims, including coercion, manipulation, and the abuse of power in both personal and professional settings. While Combs has pleaded not guilty to all charges, the case offers valuable lessons for small business owners about leadership, ethics, and the responsibility that comes with power.
Here’s what entrepreneurs can learn from the allegations and fallout surrounding Diddy’s trial.
Diddy has been accused of creating a toxic environment that involved coercion, manipulation, and abuse of power—both in his personal relationships and his professional dealings. The trial has highlighted allegations of “freak-offs,” elaborate sexual encounters with escorts that were reportedly coerced, as well as threats of financial and reputational harm to control others.
In business, leaders hold significant power over employees, partners, and collaborators. whether through coercion, intimidation, or favoritism—can lead to toxic environments and long-term damage to the organization.
The case has shown how Diddy’s alleged actions went unchecked for years, with accusations of violence, threats, and even financial control over his accusers. Testimonies from former employees and partners reveal a pattern of behavior that created a culture of fear and silence around him.
For small business owners, this is a reminder that accountability begins with leadership. If you fail to hold yourself and others accountable, you risk fostering an environment where misconduct is ignored or accepted.
A recurring theme in the trial is how Combs’ personal actions—both alleged and confirmed—have affected his professional reputation. From footage of him physically assaulting Cassie in a hotel hallway to allegations of coercion during drug-fueled parties, the courtroom revelations have tarnished his public image and cast a shadow over his brand.
For small business owners, this reinforces an important truth: your personal behavior can have far-reaching consequences for your business. Customers, employees, and partners often associate the values and reputation of a business with its leader.
The case has also highlighted the dangers of power imbalances. Testimonies from accusers like Cassie allege that Diddy used financial control—such as threatening to withhold rent payments—to coerce others into complying with his demands.
In a small business setting, power dynamics are also present, particularly between employers and employees or business owners and partners. Misusing that power, even unintentionally, can lead to resentment, distrust, and legal challenges.
The allegations against Diddy span more than a decade, with claims of abuse dating back decades. Had there been systems in place to address grievances or hold him accountable earlier, the damage to his brand—and to the individuals involved—might have been mitigated.
For small businesses, neglecting proactive measures to address workplace issues can lead to larger crises later. Waiting until problems escalate is not only costly but can also permanently harm your business’s reputation.
The Sean “Diddy” Combs trial is a cautionary tale about the consequences of unchecked power, unethical behavior, and a lack of accountability. For small business owners, it underscores the importance of leadership that prioritizes transparency, fairness, and integrity.
Running a business isn’t just about profits—it’s about creating a legacy founded on trust and respect. By learning from the mistakes and controversies of others, entrepreneurs can build companies that inspire loyalty, foster positive relationships, and stand the test of time.