Singlife adopts Salesforce Agentforce to speed up customer support
Singapore's Singlife has partnered with Salesforce to roll out an AI agent for its customer service executives, becoming the first insurer in the country to adopt Agentforce. The goal: faster, more consistent answers to product questions and a smoother experience for customers.
What's launching
Agentforce gives Singlife's support teams an intelligent assistant that can deliver real-time, trusted responses across a wide range of product queries. It pulls from Singlife's product manuals, training guides, and FAQs, so agents don't have to dig through documents while a customer is waiting.
This setup is powered by Salesforce's Data Cloud, which ingests and organizes Singlife's knowledge base. The result is quicker responses, fewer escalations, and tighter consistency across the team.
Learn more about Salesforce Agentforce and Salesforce Data Cloud.
Why this matters for customer support leaders
- Lower handle time: Agents can surface the right answer in seconds instead of searching PDFs or wikis.
- Higher accuracy: Responses are grounded in approved content, reducing guesswork and rework.
- Consistent service: Customers get the same guidance regardless of who takes the case.
- Faster onboarding: New hires can ramp with on-demand guidance, shrinking time to productivity.
- Better QA: You can audit what content drives answers and close knowledge gaps proactively.
What Singlife and Salesforce are saying
Singlife's Group Head of Technology and Operations, Romil Sharma, said the collaboration brings practical AI into the hands of service teams so they can respond faster and with greater confidence. He added that this is an early step in a broader plan to apply AI across the business-from service to underwriting, claims, and distribution-to drive growth, operational excellence, and customer focus.
Arun Kumar Parameswaran, Executive Vice President & Managing Director, South and Southeast Asia at Salesforce, said working with Singlife showcases how Agentforce and Data Cloud can lift service efficiency while strengthening human connection and customer loyalty.
What's next
Singlife plans to extend Agentforce access to its network of financial adviser representatives. Giving front-line advisers the same trusted knowledge base means clearer answers and more confident conversations with customers.
Takeaway for support teams
If your contact center runs on deep product knowledge and strict compliance, AI agents anchored in your approved content are a pragmatic next step. Start with high-volume, high-ambiguity topics, measure impact on handle time and accuracy, then expand to adjacent workflows like case summarization and coaching.
Want your support team to build AI skills that map to real workflows? Explore curated options by role at Complete AI Training.
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