Circles, a Singapore-based technology company, is using OpenAI‘s API platform to build an AI-native telco stack aimed at turning rich customer signals—usage, billing, network activity, location—into real-time, personalized actions. The company operates its own consumer telco, Circles.Life, and provides a SaaS platform for digital telco operators across 14 countries and six continents.

The centerpiece is the AI Concierge, a conversational interface powered by OpenAI‘s API. It unifies search, account management, support, and personalized recommendations. By understanding real-time context—such as browsing roaming options or investigating a billing issue—it routes requests to specialized agents, reducing the need for customers to repeat information or navigate multiple workflows.

Underpinning the AI Concierge is CareX, a proprietary multi-agent architecture. CareX combines an orchestration agent that tracks customer history and current activity with specialist agents for billing, subscriptions, network management, and account services. When a customer raises a billing issue, the orchestration agent merges context and routes to the relevant specialist, which receives only necessary data. If needed, it escalates to a human agent with full context. An early deployment achieved 55% autonomous resolution within the first week; today CareX autonomously resolves 65% of customer service interactions across supported workflows. Expansion into real-time voice support targets 95% autonomous resolution across text and voice.

Separately, Xplore IQ, built on the OpenAI API, is Circles‘ personalization engine. It combines customer behavior, account history, and real-time signals to recommend actions like roaming packs or plan upgrades, aiming to prevent churn. In Singapore, customers receiving AI-powered recommendations saw a 22% increase in ARPU and a 9% reduction in churn compared with those who didn’t.

Internally, Circles uses Codex to accelerate design, coding assistance, and testing, while keeping specialists responsible for validation. This has delivered a 29% increase in development efficiency.

Governance is central: automated controls identify and encrypt PII before it reaches LLMs, specialist agents have scoped access, and human escalation paths, phased rollouts, rate limits, rollback mechanisms, and commercial safeguards maintain operational control.

Future work includes enhancing CareX observability and expanding real-time voice support, with a longer-term vision of a conversational, context-aware telco experience beyond traditional app navigation.