Singlife introduces new AI agent

AI-powered solutions are helping Singlife, the first insurer in Singapore to adopt Agentforce, improve operational efficiency, enhance service quality and equip employees with the tools they need to better support customers. 

Agentforce is an AI agent platform that allows teams to manage the complete agent development lifecycle with a robust set of tools to build, test, deploy, manage, and orchestrate AI agents at scale. The company now has a General Insurance (GI) Email Agent designed to help customers get the support they need more quickly and easily. When customers reach out by email, the GI Email Agent assesses each enquiry in real time, identifying the nature and urgency of the request so that it can be directed to the right support.

For straightforward enquiries, the agent can provide an immediate response, while more complex or sensitive cases are routed to human agents for personalised support. Today, it handles over 20% of customer enquiries received via email, helping customers get timely answers. During a period of increased email enquiries earlier this year, Singlife was able to maintain prompt service levels and resolved most of its email enquiries within two days. 

Singlife introduced its AI agent Buddy last year to support its customer service executives by delivering real-time, trusted responses to a broad range of questions. Buddy has reduced average handling time for customer enquiries by 30% and cut training time for new hires by 50%, reducing onboarding from four weeks to just two.

Looking ahead, Singlife plans to evolve Buddy into a customer-facing digital agent, enabling policyholders to engage with it directly across digital channels to access policy details and complete other routine self-service requests more easily.

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