The collaboration began in late January with a pilot in Singtel Singapore's customer care ecosystem involving its existing AI assistant, known as "Shirley". The upgrade introduced more conversational capabilities designed to allow customers to resolve queries and complete transactions independently through chat and voice interfaces.
Singapore Telecommunications (Singtel) is deploying conversational artificial intelligence (AI) agents across its customer service operations after a pilot programme showed the technology could resolve a majority of common customer requests without human intervention.
It has partnered with Silicon Valley-based conversational AI firm Sierra to integrate agentic AI into its customer engagement systems, starting with its Singapore operations and potentially expanding across the wider group.
