Salesforce, the global leader in AI Customer Relationship Management (CRM), has partnered with Singlife to introduce an artificial intelligence (AI) agent designed to enhance customer service. Announced at Dreamforce 2025, this collaboration marks Singlife as the first insurer in Singapore to implement Salesforce’s Agentforce platform, which aims to elevate human potential rather than replace it.
The AI agent, integrated with Salesforce’s Data Cloud, will enable Singlife’s customer service executives to provide real-time, accurate responses to a wide array of product-related enquiries. This innovation is expected to significantly improve response times and service quality by allowing representatives to access information instantly, rather than manually searching through extensive materials.
Romil Sharma, Group Head of Technology and Operations at Singlife, highlighted the strategic importance of AI in their operations, stating, “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.”
Salesforce’s Executive Vice President & Managing Director for South and Southeast Asia, Arun Kumar Parameswaran, expressed enthusiasm about the collaboration, noting that the integration of Agentforce and Data Cloud is set to redefine customer engagement in the insurance industry.
Singlife plans to extend the use of the AI agent to its network of financial adviser representatives, aiming to provide them with timely and reliable information to better address customer needs. This initiative is part of Singlife’s broader strategy to institutionalise AI across various business functions, including underwriting, claims, and distribution.
