Singlife Boosts Customer Support with Salesforce Partnership
Singlife, an insurance company, has partnered with Salesforce to enhance its customer support capabilities using email and AI agents. The partnership aims to improve response times and provide personalized support to customers.
The GI Email Agent is a system that assesses each email inquiry in real-time, identifying the nature and urgency of the request, and directs it to the right support team. It can respond immediately and route more complex cases to human agents for further assistance. The agent currently handles over 20% of customer inquiries via email, enabling Singlife to maintain prompt service levels.
Last year, Singlife introduced an AI agent called Buddy to support its customer service executives. Buddy provides real-time responses and has reduced average handling time by 30%. It has also cut training time for new hires by 50%, reducing onboarding from four weeks to two weeks.
Singlife plans to evolve Buddy into a customer-facing digital agent that can facilitate direct engagement with policyholders across digital channels. In the future, the company sees that it can access policy details and complete other routine self-service requests more easily.