Singlife Sees Gains in AI-Powered Customer Service
Singlife, a Singapore-based insurer, is seeing measurable operating gains from its use of Salesforce AI agents. According to a recent update, one customer-service agent has handled more than 20 percent of email enquiries, while another has cut average handling time by 30 percent.
The company's internal AI agent, Buddy, was introduced last year to support customer-service executives with real-time responses to internal questions. The latest figures show that Buddy has reduced new-hire training time in half, taking onboarding from four weeks to two.
Singlife plans to move Buddy beyond its current employee-assistance role and develop it into a customer-facing digital agent. This will allow policyholders to use the system across digital channels to access policy information and complete routine self-service requests.