Intern, Service Quality & Operations

Singlife is a leading homegrown financial services company, offering consumers a better way to financial freedom. Through innovative, technology-enabled solutions and a wide range of products and services, Singlife provides consumers control over their financial wellbeing at every stage of their lives. In addition to a comprehensive suite of insurance plans, employee benefits, partnerships with financial adviser channels and bancassurance, Singlife offers investment and advisory solutions through its GROW with Singlife platform. It also offers the Singlife Account, a mobile-first insurance savings plan. Singlife is the exclusive insurance provider for the Ministry of Defence, Ministry of Home Affairs and Public Officers Group Insurance Scheme. Singlife is also an official signatory of the United Nations Principles for Sustainable Insurance and the United Nations-supported Principles for Responsible Investment, affirming its commitment to finding a better way to sustainability. The merger of Aviva Singapore and Singlife was announced in September 2020 and created one of the largest homegrown financial services companies in Singapore in a deal valued at S$3.2 billion. It was the largest insurance deal in Singapore at the time. Singlife was subsequently acquired by Sumitomo Life in March 2024, one of Japan’s leading life insurers, which valued Singlife at S$4.6 billion, making the transaction one of the largest insurance deals in Southeast Asia. Please note that this position is specifically intended for students seeking a Polytechnic Internship. Professional Summary Join Singlife as an AI Chatbot Intern and play a key role in enhancing the quality and effectiveness of our AI chatbot. You will support the continuous improvement of chatbot performance through knowledge management, prompt engineering, guardrail testing, content governance, and user experience optimisation. This role offers a unique opportunity to gain hands-on experience in Generative AI while contributing to better and simpler experiences for our customers and colleagues. Responsibilities Support the continuous improvement of the chatbot through knowledge management, prompt engineering, guardrail testing, and user experience enhancements. Review chatbot interactions to identify inaccuracies, policy risks, knowledge gaps, and opportunities to improve response quality. Test and validate chatbot responses against business policies, compliance requirements, and approved knowledge sources. Design and refine prompts, instructions, and conversation flows to improve accuracy, consistency, and relevance. Analyse user feedback, chatbot analytics, and performance reports to identify trends and improvement opportunities. Work with business stakeholders to understand processes, policies, and customer needs, translating them into chatbot enhancements. Maintain and update chatbot knowledge repositories to ensure information remains accurate and up to date. Support AI governance initiatives by documenting testing outcomes, recommended guardrails, and improvement plans. Recommend and prioritise enhancements that improve customer experience, operational efficiency, and chatbot reliability. Requirements Education: Currently pursuing a Diploma in Information Technology, Artificial Intelligence, Data Analytics, Software Engineering, Computer Engineering, or a related field. Skills: Basic understanding of Generative AI, Large Language Models (LLMs), and chatbot technologies. Familiarity with prompt engineering concepts and AI testing methodologies. Hands-on exposure to AI tools such as Microsoft Copilot, ChatGPT, Claude, Gemini, or similar platforms. Strong analytical skills with the ability to review outputs critically and identify improvement opportunities. Good attention to detail when reviewing content, policies, and chatbot responses. Interest: Passion for AI, Generative AI, conversational AI, automation, and digital innovation. Keen interest in understanding responsible AI practices, governance, and risk controls. Mindset: Curious, proactive, and eager to learn. Comfortable experimenting with new technologies and proposing improvements. Open to feedback and continuous learning. Teamwork: Strong communication and collaboration skills. Ability to work effectively with both technical and business stakeholders. Responsible and trustworthy when handling information within a regulated financial services environment.