Singlife Teams Up with Salesforce to Launch AI Agent for Customer Service Executives

The AI agent will boost customer service efficiency by providing timely and accurate responses to stakeholder queries

SINGAPORE, 14 October 2025 – Leading homegrown financial services company Singlife today announces its collaboration with Salesforce, the world’s #1 AI Customer Relationship Management (CRM) platform, to launch an artificial intelligence (AI) agent for Singlife’s customer service executives.

Singlife is the first insurer in Singapore to adopt Agentforce, the agentic layer of the Salesforce platform. With Agentforce, Singlife’s customer service executives will have access to an intelligent AI agent capable of delivering real-time, trusted responses to a broad range of product-related questions. The AI agent will support faster, more accurate responses to customers, improving service quality and response times as part of efforts to improve customer experience. 

Singlife is leveraging Salesforce’s Data Cloud, the hyperscale data engine built within the Salesforce platform, to ingest Singlife’s extensive knowledge base from product manuals to training guides and FAQs. Typically, customer service executives would have to manually search through these materials to find relevant information and respond to stakeholders. With Agentforce, they will have access to answers almost instantly, enabling faster and more consistent support.

“At Singlife, AI is more than just a tool – it is becoming a key part of how we run the business. Collaborating with Salesforce allows us to bring AI into the hands of our customer service executives in a practical way, helping them respond faster and with greater confidence.

Romil Sharma, Group Head of Technology and Operations, Singlife said: “At Singlife, AI is more than just a tool – it is becoming a key part of how we run the business. Collaborating with Salesforce allows us to bring AI into the hands of our customer service executives in a practical way, helping them respond faster and with greater confidence. This AI agent also represents an early step in our broader strategy to harness AI across the company, from customer service to underwriting, claims and distribution. Ultimately, our aim is to institutionalise AI as a core enabler for business growth, operational excellence and customer-centricity.”

“We’re thrilled to collaborate with an industry pioneer like Singlife to redefine customer engagement in the insurance industry with Agentforce. By leveraging Agentforce and Data Cloud to unlock a new level of service efficiency, businesses like Singlife can enhance the human connection and deliver the trusted, seamless experience that builds lifelong customer loyalty,” said Arun Kumar Parameswaran, Executive Vice President & Managing Director, South and Southeast Asia, Salesforce.

Singlife is looking to expand the use of Agentforce beyond its own customer service executives to its network of financial adviser representatives. By providing representatives access to timely and reliable information, the AI agent  can help them address customer needs with greater clarity and confidence.