SINGAPORE: Global AI-powered customer management software firm Salesforce has announced a US$1 billion (S$1.3 billion) investment in Singapore over the next five years, reinforcing its commitment to accelerating the nation’s digital transformation and AI adoption.
The investment, unveiled on March 12, will support the growth of Agentforce, Salesforce’s AI system that deploys autonomous agents for specific tasks. It will also help expand Singapore’s workforce in key service and public sector roles, addressing the nation’s slowing labour force growth due to an ageing population and declining birth rates.
Bridging the AI Skills Gap
To equip Singaporeans with essential AI and customer relationship management (CRM) skills, Salesforce is partnering with leading Institutes of Higher Learning such as Singapore Management University (SMU), the Institute of Technical Education (ITE), and Ngee Ann Polytechnic. These collaborations will provide training, certifications, and direct employment opportunities within the Salesforce ecosystem.
Salesforce’s investment aligns with Singapore’s vision of becoming a global AI innovation hub, said Mr. Jermaine Loy, Managing Director of the Singapore Economic Development Board (EDB). “Salesforce’s initiatives in AI research and workforce development will strengthen our ecosystem by catalysing innovation across key industries,” he noted.
Enhancing Customer Experience Through AI
Salesforce has been a key player in Singapore’s digital economy for nearly two decades, serving major companies such as Singapore Airlines (SIA), Grab, M1, FairPrice Group, Ocean Network Express, and Prism+. These companies leverage Salesforce’s AI technologies to drive efficiency and enhance customer experiences.
SIA, in particular, will integrate Salesforce’s AI-powered solutions into its customer case management system, enabling more personalised and efficient customer service. Agentforce will help streamline operations by automating routine tasks, allowing customer service representatives to focus on delivering high-quality, personalised support.
Powered by Salesforce’s Data Cloud, Agentforce will aggregate relevant customer data, equipping AI agents with insights to provide real-time, tailored solutions. Additionally, SIA will adopt Salesforce’s generative AI capabilities to summarise past customer interactions and offer proactive guidance, reducing response times and improving service efficiency.
Co-Developing AI Solutions for the Airline Industry
Beyond its immediate implementation, Salesforce and SIA will co-develop AI-driven solutions for airlines at Salesforce’s AI Research Hub in Singapore. These innovations aim to deliver greater value and enhanced operational efficiency across the aviation industry.
SIA’s Chief Executive Officer, Mr. Goh Choon Phong, highlighted the airline’s commitment to AI and digital transformation:
“As the world’s leading digital airline, Singapore Airlines continues to invest in cutting-edge technologies to enhance customer experiences, improve operational efficiencies, drive revenue, and boost employee productivity. We have been early adopters of generative AI, developing over 250 use cases in the past 18 months and implementing around 50 initiatives across our operations.”
A Stronger AI Ecosystem for Singapore
With this significant investment, Salesforce is set to play a key role in Singapore’s AI revolution, strengthening AI research, workforce development, and corporate innovation. As Singapore advances towards becoming a regional AI powerhouse, partnerships like these will be instrumental in shaping the future of digital transformation and economic growth.
