Circles has built an AI-native telco stack on top of the OpenAI API to deliver real-time, context-aware customer experiences. The platform centers on an AI Concierge conversational interface, the multi-agent CareX architecture, and the Xplore IQ personalization engine, together enabling higher monetization and lower churn in operator deployments.
What happened and the results
- In Singapore deployments, Circles’ AI-driven personalization increased ARPU by 22%.
- The same approach reduced churn by 9%.
- CareX, the multi-agent system behind the AI Concierge, now autonomously resolves 65% of supported customer support interactions; early deployments achieved 55% autonomous resolution in the first week.
- Internal use of Codex improved development efficiency by 29% across design, coding assistance, and unit testing.
The problem: many signals, limited timely action
Telco operators collect rich customer signals—usage, billing, network activity, and location—but converting those signals into timely, personalized action has been difficult. Traditional support tends to be reactive, requiring customers to navigate menus and repeat information after a problem occurs.
The solution: AI Concierge, CareX and Xplore IQ
To address this, Circles built an OpenAI API–powered conversational layer, the AI Concierge, which unifies search, account management, support, and personalized recommendations. By understanding a user’s real-time context (for example browsing roaming options or investigating a bill), the system routes requests to the right specialist agents, recommends relevant actions, and can resolve issues without forcing customers to repeat information or traverse multiple workflows.
CareX is the proprietary multi-agent architecture behind the AI Concierge. It pairs an orchestration agent—responsible for understanding customer history and current activity—with specialist agents for billing, subscriptions, network management and account services. The orchestration agent aggregates the app context, account history and request, then passes only the information necessary to the specialist agent. If needed, the AI agent escalates to a human agent with full context attached.
Xplore IQ is Circles’ AI personalization engine. It combines behavioral signals, account history and real-time data to identify the most relevant next action, from recommending a roaming pack or plan upgrade to preventing churn before it happens. Replacing broad campaigns with hyper-personalized recommendations lets operators engage customers at the right moment.
Measurable impact
- ARPU: In Singapore, customers who received AI-powered recommendations produced a 22% higher ARPU via upgrades and add-on subscriptions compared with those who did not.
- Churn: Timely, relevant recommendations contributed to a 9% reduction in churn.
- Support efficiency: CareX currently resolves 65% of customer service interactions autonomously across supported workflows, with a target of reaching 95% autonomous resolution across text and voice as the platform expands into real-time voice support.
Safeguards and operational controls
Circles applies multiple safeguards before customer information reaches model layers: identifying and encrypting personally identifiable information, scoping specialist agents’ access to only the data needed for a given resolution task, human escalation paths, phased rollouts, rate limits, rollback mechanisms and commercial protections. These controls are intended to preserve privacy and operational control as AI-powered experiences scale in telco environments.
Internal productivity: Codex
Beyond customer-facing products, Circles uses Codex internally to accelerate engineering, infosec and incident management workflows. Codex assists with design, code generation and unit testing, yielding a 29% increase in development efficiency while keeping domain experts responsible for validation and final review.
Company background and outlook
Circles was founded in 2014 and offers a SaaS platform that helps digital telco operators launch and run AI-powered customer experiences; the company also operates its consumer telco business, Circles.Life, in Singapore. Circles works with telco operators across 14 countries and six continents. The company is extending CareX’s observability and adding real-time voice support to make interactions more natural and accessible, with the long-term vision of a conversational, context-aware telco experience that shifts operators from reactive support to proactive, personalized engagement.
