Singlife and Salesforce launch AI agent to sharpen customer service
Singlife has partnered with Salesforce to roll out an AI assistant for its customer service executives, making it the first insurer in Singapore to implement Salesforce's Agentforce. The assistant delivers real-time, data-backed answers to product queries, driving better accuracy, consistency, and response speed across client interactions.
Using Salesforce Data Cloud, Singlife has unified manuals, training materials, and FAQs into one system. Service teams can now retrieve verified information in seconds, cutting manual searches and reducing friction for customers.
What this means for support teams
- Single source of truth: Fewer conflicting answers. Agents work from the same, current knowledge.
- Faster handling: Lower average handle time and quicker first responses on complex product questions.
- Consistent service: Standardized answers across chat, phone, and email.
- Higher confidence: Clear guidance for edge cases, reducing escalations and rework.
- Better oversight: Traceable outputs help QA, training, and compliance.
How the stack fits together
Agentforce provides the assistant that interprets queries and drafts responses. Data Cloud acts as the unified knowledge layer, pulling information from internal documents and FAQs so answers reflect current policies and product details.
The result: less time hunting for information, more time resolving issues. Agents stay in the loop, with the ability to review, edit, and escalate as needed.
Beyond customer service
Singlife plans to extend AI use into underwriting, claims management, and distribution. Following the service rollout, the company will also deploy Agentforce to its network of financial adviser representatives to give them reliable, real-time insights for client conversations.
If you lead a support org, here's a practical playbook
- Define the scope: List the top 50 intents and FAQs by volume and risk. Start there.
- Clean the knowledge: Merge duplicates, remove outdated content, and add source-of-truth links.
- Standardize answers: Create short, policy-aligned templates with clear disclaimers where needed.
- Guardrails: Set rules for compliance, PII handling, and escalation triggers.
- Integrate into workflows: Surface the assistant inside the agent desktop with one-click citations.
- Pilot, then scale: Measure answer accuracy, AHT, FCR, and CSAT; run daily QA and feedback loops.
- Enablement: Train agents on prompt patterns, verification steps, and when to escalate.
Risks to manage
- Source control: Restrict responses to verified content and show citations for review.
- Data protection: Mask sensitive data and log access for audits.
- Fallbacks: Route unclear or high-risk cases to senior agents automatically.
Why this matters in insurance support
Insurance queries are policy-heavy and time-sensitive. A unified, AI-assisted workflow helps agents answer accurately the first time, maintain compliance, and build client trust.
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