Singlife, a homegrown financial services company from Singapore, announced on Tuesday that it is collaborating with Salesforce, a leading AI customer relationship management (CRM) platform, to launch an AI agent for its customer service team.
Singlife is the first insurer in Singapore to use Agentforce, the agent layer of the Salesforce platform.
With Agentforce, customer service executives can get real-time, reliable answers to a wide range of product questions. This helps them respond faster and more accurately, improving the overall customer experience.
Singlife uses Salesforce’s Data Cloud to store its knowledge base, including product manuals, training guides, and FAQs. Normally, customer service staff would have to search these materials manually, but with Agentforce, they can access the information almost instantly, allowing for quicker and more consistent support.
“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,” said Romil Sharma, Group Head of Technology and Operations, Singlife.
“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 institutionalize AI as a core enabler for business growth, operational excellence, and customer-centricity,” he added.
Arun Kumar Parameswaran, Executive Vice President & Managing Director for South and Southeast Asia at Salesforce, said they are excited to work with Singlife, a leading company in the industry, to transform customer service in insurance using 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,” he added.
Singlife also plans to extend the use of Agentforce beyond its customer service team to its network of financial adviser representatives.
The AI agent will give advisers quick and reliable information, helping them serve customers more clearly and confidently, according to the statement.
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