Circles Strengthens Telecom Personalization with OpenAI Technology

Circles built an AI-native stack based on the OpenAI API that connects a telecom's customer support, personalization, operations, and monetization in real time. After adopting AI-based personalization in Singapore, ARPU increased by 22% and churn decreased by 9%.

Its core product, AI Concierge, integrates search, account management, customer support, and personalized recommendations into a single conversational interface. It understands a customer's usage, billing history, network activity, location, and current app context to recommend the right action, resolving issues without customers having to navigate multiple menus or re-enter information.

CareX, which powers AI Concierge, is a multi-agent architecture consisting of an orchestration agent and dedicated agents for billing, subscriptions, network management, and account services. The orchestration agent analyzes the customer's history and current request, then passes only the necessary information to the specialized agents; when an issue can't be resolved, it hands off to a human agent with the full context attached.

In its first week of initial deployment, CareX achieved a 55% autonomous resolution rate at one telecom operator, and it currently handles 65% of customer inquiries across support workflows without human intervention. Circles is now expanding into voice support, aiming for a 95% autonomous resolution rate across full workflows including both text and voice.

Circles was founded in Singapore in 2014 and partners with telecom operators across 14 countries and 6 continents. It also operates its own consumer telecom service, Circles.Life, and on the development side, uses Codex for design, coding assistance, and unit testing, improving development efficiency by 29%.