Circles powers telco personalization with OpenAI technology

According to OpenAI, technology company Circles is leveraging the OpenAI API and Codex to build an AI-native telco stack that integrates support, personalization, operations, and monetization. Founded in Singapore in 2014, Circles operates in 14 countries and six continents, providing a SaaS platform for digital telco operators alongside its own consumer business, Circles.Life. Circles has developed an AI Concierge conversational interface powered by OpenAI to deliver proactive customer engagement. The system relies on CareX, a proprietary multi-agent architecture featuring an orchestration agent and specialist agents for billing, subscriptions, network management, and account services. CareX currently achieves a 65% autonomous resolution rate for customer support interactions, with plans to reach 95% resolution as real-time voice support is introduced. Additionally, Circles uses its personalization engine, Xplore IQ, to analyze customer behavior and real-time signals. In Singapore, AI-powered personalization helped increase ARPU by 22% and reduce churn by 9%. Beyond customer-facing products, Circles employs Codex internally across engineering, infosec, and incident management teams to assist with design, coding, and unit testing, resulting in a 29% increase in development efficiency. To maintain safety and operational control, Circles applies automated controls, encrypts personally identifiable information before it reaches the model layer, scopes agent access to necessary information, and maintains human escalation paths.