Investment to bolster digital transformation; collaboration with Singapore Airlines to enhance AI-driven customer service.
SINGAPORE – Salesforce, the world’s leading AI customer relationship management (CRM) company, has announced a substantial investment of USD $1 billion in Singapore over the next five years. This strategic move aims to accelerate the nation’s digital transformation and promote the adoption of Agentforce, Salesforce’s digital labour platform.
The investment underscores Salesforce’s support for Singapore’s National AI Strategy 2.0, positioning the nation as a global leader in AI innovation. Agentforce enables businesses to deploy autonomous agents capable of reasoning, decision-making, and action, offering Singapore an opportunity to expand its labour force amidst challenges posed by an ageing population and declining birth rates.
Marc Benioff, Chair and CEO of Salesforce, highlighted Singapore’s pivotal role in the evolving digital landscape, stating, “Singapore is at the forefront of this shift, and as the world’s largest provider of digital labour through our Agentforce platform, Salesforce is thrilled to expand our work with the business community and our longtime partners in the region to drive innovation, productivity, and growth.”
In a significant development, Singapore Airlines (SIA) is integrating Agentforce, along with Salesforce’s Einstein in Service Cloud and Data Cloud, into its customer case management system. This integration aims to deliver more consistent and personalised service to customers. Additionally, SIA and Salesforce plan to co-develop AI solutions tailored for the airline industry at Salesforce’s AI Research hub in Singapore.
Goh Choon Phong, Chief Executive Officer of Singapore Airlines, remarked, “As the world’s leading digital airline, Singapore Airlines is committed to investing in and leveraging the relevant technologies to enhance customer experiences, improve operational efficiencies, drive revenue generation, and boost employee productivity.”
This collaboration is expected to streamline SIA’s customer service operations by deploying autonomous agents for specific tasks, allowing customer service representatives to focus on providing enhanced and personalised attention. The integration of Data Cloud will empower these AI agents with comprehensive data, enabling them to offer tailored advice and solutions.
Salesforce’s commitment to Singapore extends beyond technological advancements. The company is partnering with local educational institutions, including Singapore Management University, the Institute of Technical Education, and Ngee Ann Polytechnic, to equip students with in-demand CRM and AI skills. These initiatives aim to ensure the workforce is prepared for future job opportunities within the Salesforce ecosystem.
Furthermore, Salesforce is expanding its services on Hyperforce, its next-generation platform architecture, in Singapore. This expansion will provide data residency for Data Cloud, Agentforce, and Unified Marketing Applications by next month, enabling businesses to leverage Salesforce’s offerings while adhering to local data residency regulations.
Source: Salesforce / Singapore Airlines
