Singlife expands AI integration for customer service

Singlife has expanded its use of artificial intelligence to manage customer service operations. The company’s General Insurance (GI) Email Agent, integrated with Salesforce, now handles over 20% of incoming email enquiries by assessing urgency and nature in real time. While the AI provides immediate responses to straightforward requests, complex or sensitive cases are escalated to human staff.

Additionally, Singlife utilizes an AI tool named Buddy to support customer service executives. This tool has reportedly reduced average enquiry handling times by 30% and halved training time for new hires. The company intends to evolve Buddy into a customer-facing digital agent for routine self-service tasks.

Singlife’s digital initiatives were recently recognized at the Asian Banking & Finance Fintech Awards 2026, where the company received the Customer Experience Solution Award and the Mobile App Award in Singapore.