Circles and OpenAI Launch AI Concierge to Reshape Telecom Industry

Circles and OpenAI have unveiled an AI concierge built on a multi-agent architecture, resolving 85% of telecom queries without human intervention.

Circles, the Singapore-based global technology company that powers digital telecom operators, announced Tuesday a major milestone in its ongoing collaboration with OpenAI, the public launch of an AI concierge designed to fundamentally transform how telecom operators serve their customers.

The announcement marks a significant step in a multi-year partnership between the two companies. Together, they are working toward what they describe as the world’s first fully AI-native telco stack.

Rather than layering artificial intelligence on top of existing fragmented systems, Circles has rebuilt the telecom customer experience from the ground up. At the center of this rebuild is CareX, a proprietary multi-agent system that coordinates specialized agents to handle complex, end-to-end customer tasks.

CareX manages everything from network diagnostics to billing with a 95% resolution rate and currently resolves 85% of global customer queries without any human intervention. That capability, notably, moves it well beyond traditional FAQ-based chatbots.

The AI concierge itself is built directly on OpenAI’s API platform, meaning it draws on frontier large language model capabilities rather than a standalone or proprietary model.

Alongside CareX, Circles has also deployed Xplore IQ, an AI-powered monetization engine built in three distinct layers.

First, an intent classification layer predicts what a customer needs before they express it. Second, a recommendation engine then matches that identified need with a hyper-personalized offer. Third, an agentic execution layer completes the transaction such as a plan upgrade or downgrade autonomously, without requiring the customer to navigate additional steps.

In its initial phase, Xplore IQ delivered a 22% ARPU (average revenue per user) uplift for Circles. Life Singapore, and contributed to a 9% reduction in customer churn. Unlike a one-time campaign tool, Xplore IQ is designed to learn continuously from each customer interaction and sharpen its accuracy over time.

ALSO READ : Circles, Huawei Sign Deal to Build AI-Native Telecom Solutions

Awais Malik, Global Chief Growth Officer at Circles, emphasized that the goal is delivering real outcomes rather than retrofitting AI into outdated workflows.

AI should empower users not force-fit into outdated journeys. 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.
Awais Malik, Global Chief Growth Officer at Circles.

Oliver Jay, Managing Director of International at OpenAI, added that the Circles deployment illustrates how advanced AI can modernize essential industries 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 of International at OpenAI.

Together, CareX and Xplore IQ form the two pillars of Circles’ AI-native telco stack, unifying customer experience, operations, and revenue generation into a single intelligent layer.

Over the next two years, Circles and OpenAI plan to continue accelerating an AI roadmap aimed at realizing the vision of a fully autonomous telco capable of maximizing both profitability and customer satisfaction.

Founded in 2014, Circles is a global technology company that partners with leading telco operators across 14 countries and 6 continents, including KDDI Corporation, Etisalat Group (e&), AT&T, and Telkomsel. The company is backed by Peak XV Partners (formerly Sequoia Capital), Warburg Pincus, Founders Fund, and EDBI, the investment arm of the Singapore Economic Development Board.

Disclaimer: This news is based on publicly available information. NervNow has not independently verified any claims.

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