电信运营商拥有丰富的客户信号，涵盖使用情况、计费、网络活动和位置，但将这些信号转化为及时、个性化的行动仍然困难重重。Circles看到了围绕这一挑战重新构想电信体验的机会，利用OpenAI构建了一个AI原生的电信技术栈，能够实时连接支持、个性化、运营和变现。
其成果是围绕Circles的AI礼宾服务构建的客户体验，这是一个由OpenAI API平台驱动的对话式界面。在新加坡，Circles的AI驱动个性化帮助将ARPU提升了22%，并将客户流失率降低了9%。CareX是AI礼宾服务背后的多智能体架构，目前为客户支持实现了65%的自主解决率。
Circles成立于新加坡，是一家科技公司，其SaaS平台帮助数字电信运营商推出并运营AI驱动的客户体验。该公司还运营着Circles.Life，这是其在新加坡的自有消费电信业务。Circles成立于2014年，与遍布14个国家和六大洲的电信运营商合作。
构建AI礼宾服务
传统的电信支持往往是被动式的。客户在问题发生后需要浏览菜单、重复信息并等待帮助。尽管运营商拥有丰富的客户数据，涵盖使用情况、计费、网络活动和位置，但将这些信号转化为及时、个性化的行动仍然是一个挑战。为了解决这一问题，Circles在OpenAI API上构建了其AI礼宾服务，创建了一个旨在提供主动、情境感知客户参与的对话式界面。
AI礼宾服务将搜索、账户管理、支持和个性化推荐整合到单一体验中。通过理解客户的实时情境，例如浏览漫游选项或调查计费问题，它可以将来请求路由到相应的专家智能体，推荐相关操作，并在无需客户重复信息或浏览多个工作流程的情况下解决问题。
“AI应该赋能用户，而不是将他们强行塞入过时的流程中。OpenAI在帮助Circles将这一愿景全球扩展方面发挥了关键作用。借助AI礼宾服务，我们正在超越提供简单答案，转向交付实际成果，同时平衡成本和延迟，为运营商和客户最大化价值。”
——Awais Malik，Circles全球首席增长官
通过CareX编排支持
CareX是驱动Circles AI礼宾服务的专有多智能体架构。它将一个理解每位客户历史和当前活动的编排智能体与负责计费、订阅、网络管理和账户服务的专家智能体相结合。
与传统聊天机器人不同，CareX旨在理解、行动并解决客户请求。例如，当客户提出计费问题时，编排智能体会结合客户的应用情境、账户历史和请求，然后将其路由到相应的专家智能体。该智能体仅接收解决问题所需的信息。如有必要，AI智能体会将案件无缝升级给人工客服，并附带完整的上下文。
这种方法已经带来了可衡量的成果。在早期部署中，一家运营商在首周内实现了55%的自主解决率。如今，CareX在支持的工作流程中自主解决了65%的客户服务交互，无需人工干预。
随着CareX扩展到实时语音支持，该平台正致力于在整个工作流程中实现95%的自主解决率，包括文本和语音。这将把同样的AI驱动解决能力扩展到许多客户首选的联系渠道，同时使服务更加自然、即时和便捷。
通过Xplore IQ个性化客户价值
Xplore IQ基于OpenAI API构建，是Circles的AI驱动个性化引擎。它结合客户行为、账户历史和实时信号，识别最相关的下一步行动，从推荐漫游套餐或计划升级到在客户流失发生前进行预防。
通过用超个性化推荐取代大规模营销活动，Xplore IQ帮助运营商在正确的时机与客户互动。在新加坡，Circles通过比较收到AI驱动推荐的客户与未收到推荐的客户来衡量其影响。AI驱动组通过更高的计划升级和附加订阅实现了ARPU增长22%，而及时、相关的推荐帮助将客户流失率降低了9%。
利用Codex提升工程效率
除了面向客户的AI产品外，Circles还在内部使用Codex来提升工程、信息安全及事件管理团队的工程效率。团队使用Codex加速设计、编码辅助和测试，同时由专家负责验证和最终审查。
Codex通过涉及设计、编码辅助和单元测试，使开发效率提升了29%，让工程师能够将时间投入到更高价值的产品创新中。
保持治理核心地位
为电信运营商构建AI需要对客户和运营商双方都设置保障措施。Circles在客户信息到达模型层之前应用自动化控制，包括在将个人身份信息传递给LLM之前进行识别和加密。专家智能体仅获得完成特定解决任务所需信息的范围访问权限，而非对整个客户档案的无限制访问。
Circles还使用人工升级路径、分阶段部署、速率限制、回滚机制和商业保障措施，以帮助在AI驱动体验在电信环境中扩展时维持运营控制。
未来展望
Circles正在通过与OpenAI合作扩展其AI原生电信技术栈，增强CareX的可观测性并引入实时语音支持，使客户交互更加自然和便捷。长期来看，该公司设想一种对话式、情境感知的电信体验，超越传统的应用导航，帮助运营商提供更主动、个性化的客户参与。
Telcos have rich customer signals across usage, billing, network activity, and location, but turning those signals into timely, personalized action remains difficult. Circles saw an opportunity to rethink the telco experience around that challenge, using OpenAI to build an AI-native telco stack that can connect support, personalization, operations, and monetization in real time.
The result is a customer experience built around Circles’ AI Concierge, a conversational interface powered by OpenAI’s API platform. In Singapore, Circles’ AI-powered personalization has helped increase ARPU by 22% and reduce churn by 9%. CareX, the multi-agent architecture behind the AI Concierge, now delivers a 65% autonomous resolution rate for customer support.
Founded in Singapore, Circles is a technology company whose SaaS platform helps digital telco operators launch and run AI-powered customer experiences. The company also operates Circles.Life, its own consumer telco business in Singapore. Founded in 2014, Circles works with telco operators across 14 countries and six continents.
Building the AI Concierge
Traditional telco support is often reactive. Customers navigate menus, repeat information, and wait for help after a problem has already occurred. While operators have rich customer data across usage, billing, network activity, and location, it has remained a challenge to turn those signals into timely, personalized action. To address this, Circles built its AI Concierge on the OpenAI API, creating a conversational interface designed to deliver proactive, context-aware customer engagement.
The AI Concierge brings search, account management, support, and personalized recommendations into a single experience. By understanding a customer’s real-time context, such as browsing roaming options or investigating a billing issue, it can route requests to the appropriate specialist agents, recommend relevant actions, and resolve issues without requiring customers to repeat information or navigate multiple workflows.
"AI should empower users, not force-fit them 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."
—Awais Malik, Global Chief Growth Officer, Circles
Orchestrating support with CareX
CareX is the proprietary multi-agent architecture that powers Circles’ AI Concierge. It combines an orchestration agent that understands each customer’s history and current activity with specialist agents for billing, subscriptions, network management, and account services.
Unlike a traditional chatbot, CareX is designed to understand, act, and resolve customer requests. For example, when a customer raises a billing issue, the orchestration agent combines the customer’s app context, account history, and request before routing it to the appropriate specialist agent. The agent receives only the information needed to resolve the issue. If required, the AI agent seamlessly escalates the case to a human agent with the full context attached.
The approach is already delivering measurable results. In an early deployment, one operator achieved 55% autonomous resolution within the first week. Today, CareX autonomously resolves 65% of customer service interactions across supported workflows, without human intervention.
As CareX expands into real-time voice support, the platform is targeting 95% autonomous resolution across the entire workflow, including text and voice. This will extend the same AI-driven resolution capabilities to the channel many customers turn to first, while making service more natural, immediate, and accessible.
Personalizing customer value with Xplore IQ
Built on the OpenAI API, Xplore IQ is Circles’ AI-powered personalization engine. It combines customer behavior, account history, and real-time signals to identify the most relevant next action, from recommending a roaming pack or plan upgrade to preventing churn before it happens.
By replacing broad campaigns with hyper-personalized recommendations, Xplore IQ helps operators engage customers at the right moment. In Singapore, Circles measured its impact by comparing customers who received AI-powered recommendations against those who didn’t. The AI-powered group achieved a 22% increase in ARPU through higher plan upgrades and add-on subscriptions, while timely, relevant recommendations helped reduce churn by 9%.
Improving engineering velocity with Codex
Beyond its customer-facing AI products, Circles also uses Codex internally to improve engineering velocity across engineering, infosec, and incident management teams. Teams use Codex to accelerate design, coding assistance and testing, while keeping specialists responsible for validation and final review.
Codex has delivered a 29% increase in development efficiency by involving design, coding assistance, and unit testing, allowing engineers to spend their time focusing on higher-value product innovation.
Keeping governance central
Building AI for telcos requires safeguards for both customers and operators. Circles applies automated controls before customer information reaches the model layer, including identifying and encrypting personally identifiable information before it is passed to LLMs. Specialist agents are given scoped access to the information needed for a specific resolution task, rather than unrestricted access to a full customer profile.
Circles also uses human escalation paths, phased rollouts, rate limits, rollback mechanisms, and commercial safeguards to help maintain operational control as AI-powered experiences scale across telco environments.
What’s next
Circles is expanding its AI-native telco stack with OpenAI by enhancing CareX’s observability and introducing real-time voice support, which makes customer interactions more natural and accessible. Longer term, the company envisions a conversational, context-aware telco experience that moves beyond traditional app navigation, helping operators deliver more proactive, personalized customer engagement.
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