Salesforce and Singlife have expanded their partnership with a General Insurance (GI) Email Agent designed to enhance email customer support, alongside AI agent Buddy, unveiled last year.
GI Email Agent
GI Email Agent claims to assess each enquiry in real time, identifying the nature and urgency of the request so that it can be directed to the right support. It can also respond immediately, while routing more complex or sensitive cases to human agents for personalised support.
It currently handles over 20% of customer enquiries received via email, enabling Singlife to maintain prompt service levels and resolve most of its email enquiries within two days.
AI agent Buddy
Alongside the GI Email Agent, Singlife also introduced AI agent, Buddy, last year to support its customer service executives. It claims to provide real-time, trusted responses and has reduced average handling time for customer enquiries by 30%. It has also cut training time for new hires by 50%, reducing onboarding from four weeks to just two.
Looking ahead
Singlife plans to evolve Buddy into a customer-facing digital agent that can facilitate direct engagement with policyholders across digital channels. In the future, the company sees that it can access policy details and complete other routine self-service requests more easily.
