Industry News

Salesforce’s latest State of Service report reveals that artificial intelligence (AI) is projected to manage 41% of customer service cases in Singapore by 2027, a significant increase from the current 30%. This shift is part of a broader trend where AI is reshaping the landscape of customer service, enhancing efficiency and creating new opportunities for professionals in the field.

The report, based on a global survey of 6,500 service professionals, including 100 from Singapore, highlights AI’s rising importance. In just a year, AI has climbed from ninth to third on the priority list for Singapore’s service leaders. Gavin Barfield, Vice President and Chief Technology Officer, Solutions, Salesforce ASEAN, noted, “AI agents eliminate the trade-off between scale and quality, allowing companies to deliver immediate, tailored service to the mass market.”

AI’s integration is expected to boost upsell revenue by 15% and reduce routine case handling time by 20%, freeing up approximately four hours per week for service representatives to focus on complex tasks. This shift not only enhances productivity but also opens doors for career advancement, with 84% of AI-using reps reporting growth opportunities.

Despite these benefits, security remains a concern, with 49% of service leaders citing it as a barrier to AI implementation. However, optimism prevails, as Salesforce’s State of IT: Security report indicates that AI can strengthen security measures, including threat detection and anomaly monitoring. As AI continues to evolve, its role in customer service is poised to expand, offering both challenges and opportunities for the industry.

Franke Coffee Systems has introduced its New A Line of Swiss-engineered fully automatic coffee machines to Southeast Asia, marking the launch with a new flagship showroom in Singapore. This strategic move aims to enhance product experience, training, and collaboration in the region.

The New A Line, designed for professional operators, combines Swiss precision with advanced technology to deliver premium coffee quality whilst improving operational efficiency and sustainability. The line includes the A600 and A800 models, featuring innovations such as the New FoamMaster for barista-style foam, IndividualClean for hygiene, and HeatGuard technology to reduce energy loss by up to 44%.

The Singapore showroom, located at Tai Seng Exchange, serves as a regional hub for distributors, partners, and customers. It offers live demonstrations, tailored discussions, and hands-on training, showcasing Franke’s professional portfolio and broader capabilities. Stefan Niederberger, Vice President Asia Pacific, emphasised Singapore’s strategic role as a gateway to Southeast Asia, stating, “This flagship showroom reflects our long-term commitment to the region.”

Following the Southeast Asia launch, the New A Line will expand across individual markets through local initiatives and trade shows, strengthening Franke’s presence in the Asia-Pacific region. CEO Marco Zancolò noted the rising demand for premium coffee solutions amidst operational pressures, highlighting the company’s commitment to delivering consistent quality at scale.

Franke Coffee Systems, part of the Franke Group, is a leading developer of professional coffee machines, supporting businesses in 80 countries with Swiss engineering excellence and a robust distribution network.

Cushman & Wakefield has announced the sale of three freehold commercial and institutional redevelopment plots located just off Geylang Road in Singapore. These plots, situated in a city-fringe district, present a unique opportunity for investors, developers, and end-users seeking to acquire rare freehold assets in a well-connected area.

The plots, which form an L-shaped parcel with dual road frontages, cover a combined area of approximately 1,183.6 square metres. They are zoned for “Commercial/Institution” use under Singapore’s Master Plan, with a plot ratio of 2.8, allowing for redevelopment and potential intensification. The site has previously received Outline Permission for an eight-storey mixed-use development, maximising the allowable plot ratio.

The combined guide price for the plots is set at $31m, with options to purchase them collectively or individually. Plot A and B are priced at approximately $21.36m, whilst Plot C is available for $9.64m. This flexibility caters to various redevelopment strategies, including boutique offices or mixed-use projects.

Shaun Poh, Executive Director of Capital Markets at Cushman & Wakefield, highlighted the appeal of freehold assets with redevelopment potential, noting interest from local investors and associations. The plots’ proximity to Aljunied MRT Station and commercial clusters in Paya Lebar, Kallang, and Geylang enhances their attractiveness.

The sale will proceed via private treaty, with vacant possession delivered upon completion. Interested parties are encouraged to contact Cushman & Wakefield for further details.

Levanta Renewables has announced the acquisition of a 93 megawatt-peak (MWp) solar portfolio in Thailand, marking a significant expansion of its presence in the country. This portfolio, spread across eight provinces, is set to generate over 140 gigawatt-hours (GWh) of clean electricity each year. The energy produced will be supplied to the Provincial Electricity Authority (PEA) and the Metropolitan Electricity Authority (MEA) under long-term power purchase agreements (PPAs).

This strategic move aligns with Thailand’s renewable energy goals, enhancing the nation’s capacity to produce sustainable energy. The acquisition underscores Levanta Renewables’ commitment to supporting Thailand’s transition towards a greener energy landscape. By increasing the availability of clean energy, the company aims to contribute significantly to reducing carbon emissions and promoting environmental sustainability in the region.

The solar portfolio’s integration into the national grid is expected to bolster Thailand’s renewable energy infrastructure, providing a reliable source of clean power to meet the growing energy demands. This development is a testament to Levanta Renewables’ strategic vision and operational capabilities in the renewable energy sector.

Levanta Renewables, a Singapore-based company, continues to expand its footprint in Asia, leveraging its expertise to drive the adoption of renewable energy solutions. The company’s latest acquisition is a step forward in its mission to deliver sustainable energy solutions across the region.

Integral, a leading currency technology provider, has significantly expanded its presence at the Equinix SG1 data facility in Singapore, tripling its capacity to meet the surging demand across the Asia-Pacific (APAC) region. This strategic move comes as the company processes over one million tickets daily, leveraging Equinix Fabric for enhanced connectivity with cloud service providers, partners, and customers.

The expansion at SG1 is part of Integral’s commitment to supporting its growing client base in APAC, ensuring scalability and efficiency without compromising speed or performance. The company has seen robust growth in the region, with numerous client partnerships established over the past year. Harpal Sandhu, CEO of Integral, highlighted Singapore’s pivotal role in accelerating the company’s regional presence, stating, “The expansion of our SG1 data facility represents our commitment to ensuring our clients have access to the most sophisticated and agile cloud-based infrastructure possible.”

Equinix, which operates a global network of over 270 International Business Exchange facilities, provides the secure and high-performance infrastructure necessary for Integral’s operations. Yee May Leong, Managing Director of Equinix Singapore, expressed enthusiasm for the collaboration, noting that Integral’s growth underscores the trust placed in Equinix as a strategic partner.

In addition to Singapore, Integral maintains infrastructure in Equinix data centres in New York, Tokyo, and London, further supporting its global operations. This expansion marks a significant step in Integral’s ongoing investment in infrastructure to support its expanding client base and manage increasing transaction volumes effectively.

Atome, Southeast Asia’s leading digital finance platform, has announced the successful closure of a US$345m upsized syndicated debt facility, a substantial increase from the US$200m secured in 2024. This facility, supported by HSBC as Structuring Bank and Mandated Lead Arranger and Bookrunner, with DBS joining as a new Mandated Lead Arranger and Bookrunner, aims to accelerate Atome’s growth across key Southeast Asian markets including Singapore, Malaysia, and the Philippines.

The expanded facility will bolster Atome Financial’s regional portfolio and products such as its Buy Now Pay Later (BNPL) lending and the Atome Pay Later Anywhere Card. New lenders Fubon Bank and Shanghai Pudong Development Bank have joined existing partners like Sumitomo Mitsui Banking Corporation, Baiduri Bank, and Cathay United Bank in this financial endeavour.

Andy Tan, Chief Commercial Officer at Atome, expressed gratitude for the support from both new and returning lenders, stating, “This facility has grown significantly within a year. We’re now even better positioned to support a rapidly growing, healthy, and profitable loan book whilst scaling transparent and flexible credit solutions.”

Atome’s financial performance in FY2024 showed a 63% year-on-year increase in operating income to US$236m, with a 50% rise in gross merchandise value (GMV) to over US$2b. The growth momentum continued in 2025, with annualised net revenue surpassing US$500m and GMV reaching US$6b.

Atome, part of the Singapore-headquartered Advance Intelligence Group, continues to expand its services, backed by investors such as SoftBank Vision Fund 2 and Warburg Pincus.

Singapore-based fintech company HitPay has partnered with Primer, a global payments infrastructure provider, to facilitate faster international expansion for Southeast Asian merchants. This strategic alliance aims to address the challenges faced by local businesses in accessing global markets, particularly in the US and Europe, by providing seamless payment solutions.

The partnership comes at a crucial time as many Singaporean small and medium-sized businesses (SMBs) are compelled to expand overseas due to economic pressures. According to the Singapore Business Federation, 40% of businesses anticipate a worsening economy in 2026, with 22% experiencing a credit crunch. HitPay’s collaboration with Primer offers these businesses access to a unified payment infrastructure, reducing transaction failures and improving cash flow.

Key benefits of this partnership include the ability for merchants to instantly activate US and EU payment methods, ensuring successful transactions with Western customers. Last year, HitPay’s solutions helped merchants save over $10m in costs, a significant advantage in a tight credit environment.

Aditya Haripurkar, CEO of HitPay, highlighted the transformative impact of the partnership, stating, “Accelerated access to new markets and local-level payment performance will be transformative for our fast-growing merchants.” Gabriel Le Roux, CEO of Primer, added, “By partnering with HitPay, we’re opening new markets for their merchants and laying the foundation for long-term global expansion.”

The collaboration also benefits Primer, as HitPay integrates into its Primer for Partners programme, allowing global merchants to tap into Southeast Asia’s diverse payment landscape. This two-way partnership aims to replace payment complexities with resilient infrastructure, enabling merchants to expand internationally without compromising performance or speed.

Rex International Holding Limited has announced a proposed acquisition involving Monarch Marine Holding Ltd, which will see Monarch acquire 40% of Xer Sweden shares from Renewable Ventures Nordic AB. The transaction, detailed in a shareholders’ circular dated 13 January 2026, involves the issuance of 13,636,364 new shares in Renewable Ventures Nordic to Monarch as consideration.

The acquisition is structured to ensure that the risks and rewards are proportionate to the equity shares held by both Rex and Monarch in Xer Sweden. Rex’s audit committee has confirmed that the terms of the acquisition are fair and not detrimental to the interests of the company or its minority shareholders.

The acquisition is part of a broader strategy by Rex International to streamline its investments and focus on its core business areas. The move is expected to align the interests of both Rex and Monarch, providing a balanced distribution of risks and rewards based on their respective equity holdings.

The completion of this transaction marks a significant step in Rex’s ongoing efforts to optimise its investment portfolio and enhance shareholder value.

Clio, a global leader in legal AI technology valued at US$5b, has launched its Clio Work platform in Singapore, marking a significant step in the Asia-Pacific region. This platform aims to revolutionise the legal industry by integrating AI-powered practice management with a comprehensive legal intelligence library. Clio Work is designed to unify a firm’s internal matter data with a verified global legal library, addressing the need for more advanced AI tools in the legal sector.

Clio Work stands out by not only storing information but also creating timelines, analysing filings, and generating research outlines directly within a lawyer’s workflow. This innovation is particularly crucial for Singapore’s legal community, which faces high-stakes regulatory challenges. Denise Farmer, General Manager of APAC at Clio, highlighted the platform’s ability to bridge the gap between the business and practice of law, eliminating the fragmentation that often hampers productivity.

The platform’s key capabilities include context-aware intelligence, which leverages matter data to surface insights and identify risks specific to each case. It also ensures that every output is grounded in verified legal authority, thanks to Clio Library, the world’s largest global legal dataset. This feature is especially beneficial for practitioners in Commonwealth jurisdictions, ensuring accuracy and court-readiness.

Clio Work is now available for legal professionals in Singapore, New Zealand, and Hong Kong, setting a new standard for intelligent legal operations in the region.

Atlantis Lab has unveiled Atlantis, the region’s first all-in-one Web3 hub designed to streamline crypto management for everyday users. The platform, launched on 12 January 2026, allows users to track, manage, and interact with their crypto assets across multiple wallets and exchanges through a single, user-friendly interface whilst maintaining full self-custody.

Developed within CryptoKnight Academy, Atlantis addresses the fragmentation issue in retail crypto participation. Zachary Young, founder of Atlantis Lab and CEO of CryptoKnight Academy, stated, “Atlantis was created to change that experience. We centralise the interface, not the assets, so users can rely on one clear control panel for Web3 whilst their funds stay in their own wallets and on decentralised protocols, where they belong.”

Atlantis consolidates various crypto actions into one web-based hub, enabling users to view their holdings, explore top coins, send funds, swap tokens, and bridge assets across supported chains. The platform operates as a non-custodial access layer, ensuring user funds remain secure and private.

The hub is informed by insights from over 40,000 crypto learners, highlighting the need for a simplified and intuitive interface. Atlantis Lab aims to promote responsible innovation and global adoption by integrating education and risk awareness into the platform.

Looking ahead, Atlantis Lab plans to expand the platform’s capabilities, focusing on broader chain support, enhanced mobile experiences, and smarter insights. The goal remains to reduce complexity and minimise user risk, making Web3 accessible to mainstream users globally.