Singlife is putting an AI agent at the heart of its customer service operations through a new partnership with Salesforce.
The AI agent is designed to help Singlife’s customer service executives provide faster and more accurate responses to customer queries while ensuring trusted and consistent support.
The initiative is part of Singlife’s broader efforts to enhance service quality and response times as it works to improve overall customer experience.
The insurer is the first in Singapore to adopt Agentforce, the agentic layer of Salesforce’s AI Customer Relationship Management platform.
By integrating Salesforce’s Data Cloud, Singlife can draw on its internal knowledge base, including product manuals, training guides, and FAQs.
The AI agent enables staff to retrieve relevant information almost instantly, reducing the need for manual searches and improving efficiency.
Singlife plans to extend the use of the AI agent to its network of financial adviser representatives, giving them access to reliable information to support clients more effectively.
Romil Sharma, Group Head of Technology and Operations, Singlife said:
“At Singlife, AI is more than just a tool – it is becoming a key part of how we run the business. Collaborating with Salesforce allows us to bring AI into the hands of our customer service executives in a practical way, helping them respond faster and with greater confidence.
This AI agent also represents an early step in our broader strategy to harness AI across the company, from customer service to underwriting, claims and distribution. Ultimately, our aim is to institutionalise AI as a core enabler for business growth, operational excellence and customer-centricity.”
Arun Kumar Parameswaran, Executive Vice President & Managing Director, South and Southeast Asia, Salesforce, said,
“We’re thrilled to collaborate with an industry pioneer like Singlife to redefine customer engagement in the insurance industry with Agentforce.
By leveraging Agentforce and Data Cloud to unlock a new level of service efficiency, businesses like Singlife can enhance the human connection and deliver the trusted, seamless experience that builds lifelong customer loyalty.”
Featured image: Edited by Fintech News Singapore, based on image by HobieArt via Freepik
