Circles Leverages OpenAI Technology for AI-Powered Telco Personalization

Circles, a technology company based in Singapore, has successfully integrated OpenAI’s API platform into its SaaS platform to deliver personalized customer experiences. This innovative approach enables telcos to connect support, personalization, operations, and monetization in real-time, addressing the long-standing challenge of turning rich customer signals into timely, personalized action.

The company’s AI Concierge, powered by OpenAI’s API, is a conversational interface designed to deliver proactive, context-aware customer engagement. This platform brings together search, account management, support, and personalized recommendations in a single experience, allowing customers to navigate complex issues with ease.

In Singapore, Circles’ AI-powered personalization has achieved remarkable results. The company’s ARPU (Average Revenue Per User) increased by 22% after implementing the OpenAI-driven approach, while churn rates decreased by 9%. CareX, a proprietary multi-agent architecture behind the AI Concierge, autonomously resolves 65% of customer service interactions without human intervention.

CareX is designed to understand, act, and resolve customer requests. When a customer raises a billing issue, for instance, the orchestration agent combines the customer’s app context, account history, and request before routing it to the appropriate specialist agent. This approach ensures that only relevant information is shared with agents, streamlining the resolution process.

The success of CareX has been impressive, with one operator achieving 55% autonomous resolution within its first week of deployment. Today, Circles’ AI Concierge autonomously resolves a significant portion of customer service interactions across supported workflows, without human intervention.

As Circles expands into real-time voice support, the platform aims to reach 95% autonomous resolution across the entire workflow, including text and voice. This will enable customers to interact with telcos in a more natural, immediate, and accessible way, while reducing the need for human agents.

In addition to its customer-facing AI products, Circles uses Codex internally to improve engineering velocity across various teams. By leveraging Codex’s design, coding assistance, and unit testing capabilities, engineers can focus on higher-value product innovation, leading to a 29% increase in development efficiency.

Circles’ commitment to safeguarding both customers and operators is evident in its approach to AI-powered experiences. The company applies automated controls before customer information reaches the model layer, including identifying and encrypting personally identifiable information. Specialist agents are granted scoped access to relevant information for specific resolution tasks, rather than unrestricted access to full customer profiles.

To maintain operational control as AI-powered experiences scale across telco environments, Circles employs human escalation paths, phased rollouts, rate limits, rollback mechanisms, and commercial safeguards. This comprehensive approach ensures that operators can balance cost and latency while maximizing value for both customers and themselves.

Circles’ vision is to create a conversational, context-aware telco experience that moves beyond traditional app navigation. By leveraging OpenAI technology, the company aims to help operators deliver more proactive, personalized customer engagement, ultimately driving business growth and revenue.