Singlife AI handles over 20% of email enquiries

Buddy has shortened average customer service handling time by 30% since its rollout.

Singlife has expanded its use of artificial intelligence (AI) with Salesforce to handle more customer enquiries and support its customer service teams.

The insurer’s General Insurance (GI) Email Agent now handles more than 20% of customer enquiries received by email. 

The AI agent assesses enquiries in real time, identifies their nature and urgency, and directs them to the appropriate support.

For straightforward requests, the agent can provide an immediate response, whilst more complex or sensitive cases are referred to human agents. 

During a period of increased email enquiries earlier this year, Singlife maintained its service levels and resolved most email enquiries within two days.

Singlife also introduced its AI agent Buddy last year to support customer service executives with real-time responses to customer queries. 

The tool has reduced the average handling time for enquiries by 30% and cut training time for new hires by 50%, reducing onboarding from four weeks to two.

Singlife plans to develop Buddy into a customer-facing digital agent, allowing policyholders to access policy details and complete routine self-service requests directly through digital channels.