Singapore – Singlife is now resolving more than 20% of its general insurance email enquiries through an AI agent, as its collaboration with Salesforce deepens.
The GI Email Agent assesses incoming customer emails in real time, first identifying the nature and urgency of each request. Straightforward enquiries receive an immediate automated response, while more complex or sensitive cases are escalated to human agents for personalised handling.
According to Singlife, the system helped the insurer maintain prompt service levels during a period of increased email volume earlier this year. Most enquiries received in that window were resolved within two days, the company said.
The Email Agent builds on Buddy, an AI agent Singlife introduced last year to support its customer service executives. Buddy delivers real-time, trusted responses to a broad range of internal queries, cutting down the time staff spend searching for information.
Since its rollout, Buddy has reduced average handling time for customer enquiries by 30%, Singlife reports. The tool has also cut training time for new hires in half, shortening onboarding from four weeks to two.
Singlife now plans to extend Buddy beyond internal use, evolving it into a customer-facing digital agent. Under this plan, policyholders would be able to interact with Buddy directly across digital channels to retrieve policy details and complete other routine self-service tasks.
Together, the two AI-powered tools reflect a broader push by Singlife to combine automation with human support, using AI to triage and resolve routine cases while directing more complex matters to its service teams. The company says the approach is aimed at improving operational efficiency, lifting service quality, and giving employees better tools to support customers.
The deepened collaboration with Salesforce also signals continued investment in AI-driven customer service infrastructure within Singapore’s insurance sector, as insurers look to balance automation with the need for human judgement in sensitive cases.
