Singlife and Salesforce Join Forces to Launch AI Agent
Singlife has become the first insurer in Singapore to deploy Salesforce’s Agentforce, introducing an AI-powered assistant that helps customer service executives deliver quicker, more accurate, and more consistent responses.
Singapore’s leading homegrown financial services company, Singlife, has teamed up with Salesforce, the world’s leading AI Customer Relationship Management platform, to launch an AI agent for its customer service executives. The collaboration marks a milestone, as Singlife becomes the first insurer in Singapore to integrate Salesforce’s Agentforce technology into its operations.
The intelligent AI agent will provide real-time, trusted responses to a wide range of product-related questions, reducing manual search time and significantly improving both speed and accuracy in client interactions.
Smarter Responses, Seamless Service
By leveraging Salesforce’s Data Cloud, the hyperscale data engine embedded in the platform, Singlife can integrate its vast internal knowledge base – from product manuals and training materials to FAQs – into one unified system.
Traditionally, customer service executives needed to manually sift through these materials to find the right information. With Agentforce, answers now appear almost instantly, ensuring a faster, more reliable, and seamless customer experience.
AI as a Core Business Driver
«At Singlife, AI is more than just a tool – it is becoming a key part of how we run the business,» said Romil Sharma, Group Head of Technology and Operations at Singlife. «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.»
Sharma emphasized that Singlife’s goal is to institutionalise AI as a core enabler of growth, efficiency, and customer-centricity across its operations.
Redefining Customer Engagement
«We’re thrilled to collaborate with an industry pioneer like Singlife to redefine customer engagement in the insurance sector with Agentforce,» said Arun Kumar Parameswaran, Executive Vice President & Managing Director, South and Southeast Asia at Salesforce.
«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 experiences that build lifelong customer loyalty,» he added.
Extending AI to Financial Advisers
Following its rollout among customer service executives, Singlife plans to expand the use of Agentforce to its network of financial adviser representatives. The aim is to empower advisers with timely, accurate, and reliable information, enabling them to serve customers with greater clarity and confidence.
The initiative is another example of Singlife’s growing investment in AI-driven transformation, underlining its ambition to deliver faster, smarter, and more personalized service – while setting a new benchmark for digital innovation in the insurance industry.
