Circles and OpenAI Announce AI Concierge for Telco Operators

Circles, a global technology company that powers digital telco operators, today announced an AI concierge as part of its collaboration with OpenAI.

The launch marks a step in a multi-year effort to reshape how telco operators manage customer engagement and operations in an AI-first environment.

Built on OpenAI’s API platform, the AI concierge sits within Circles’ AI-native telco stack.

It moves beyond traditional customer support by enabling operators to deliver proactive and personalised experiences at scale.

The system focuses on improving how telcos interact with users while also opening new revenue pathways through automated and intelligent engagement.

Rebuilding telco customer experience

Circles positions the AI concierge as a departure from legacy systems, where AI is often layered onto fragmented workflows. Instead, the company is rebuilding the telco experience from the ground up with AI at the centre of its workflows.

At the core is CareX, a platform powered by a proprietary multi-agent architecture. These agents coordinate to manage complex processes like network diagnostics and billing queries.

CareX has a 95% resolution rate and can resolve 85% of global customer queries without human involvement. This level of automation allows operators to provide instant support while reducing workloads.

The platform moves beyond handling frequently asked questions and instead manages end-to-end customer needs.

Awais Malik, Global Chief Growth Officer at Circles, says: “AI should empower users - not force-fit into outdated journeys.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

Monetisation through AI-led engagement

Alongside CareX, Circles has introduced Xplore IQ, an AI-powered monetisation engine designed to help telcos shift from reactive service models to proactive engagement. The platform operates through three layers.

First, it uses intent classification, a process where AI predicts customer needs before they are explicitly stated.

It then matches these needs with tailored offers using a recommendation engine.

Finally, agentic execution enables the system to complete transactions automatically, such as upgrading or downgrading a mobile plan.

Xplore IQ continuously learns from each interaction, refining its recommendations in real time. Circles reported a 22% increase in average revenue per user, or ARPU, for Circles.Life Singapore during its initial deployment.

At the same time, personalised offers contributed to a 9% reduction in customer churn, the rate at which customers leave a service.

These results highlight how AI can influence both customer retention and revenue generation. The ability for telco operators to predict and respond to customer needs before they arise offers a way to differentiate in competitive markets.

Partnership with OpenAI and future roadmap

OpenAI’s involvement centres on providing the underlying models and infrastructure that support the system’s capabilities.

Oliver Jay, Managing Director, International for OpenAI, says: “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 personalised customer experiences.

“This milestone is a strong example of how AI can deliver tangible value for businesses and customers they serve.”

Together, CareX and Xplore IQ form a unified AI concierge that connects customer experience and operational processes within a single system.

Circles has outlined plans to expand this collaboration over the next two years, with a focus on developing a fully autonomous telco model.