Manulife has announced a significant milestone in its digital transformation journey, with 100% of its global workforce now having access to its proprietary generative AI assistant, ChatMFC. The company reports that over 75% of employees are actively engaging with GenAI through various learning initiatives, immersive experiences, and AI-driven tools. This achievement underscores Manulife’s decade-long commitment to embedding AI across its operations to drive efficiency and innovation.
By democratizing AI access, Manulife empowers employees to streamline workflows, automate tasks, and enhance decision-making processes. AI is not merely an auxiliary tool for the organization—it is deeply integrated into its operations, influencing teams, geographies, and business units.
Scaling AI for productivity and growth
Manulife’s investment in AI has been substantial, forming a key component of its broader digital transformation strategy. The company has developed a cloud-based data and AI platform, deploying over 35 GenAI use cases across Canada, the U.S., and Asia, with 70 additional use cases prioritized for rollout by the end of 2025.
Among the notable AI-driven solutions are:
• ChatMFC, an AI assistant enabling automation of routine tasks, freeing employees to focus on strategic initiatives.
• A skills-building program, designed to help employees at all levels understand and leverage AI effectively.
• A dedicated team of nearly 200 data scientists and machine learning engineers, integrated across the organization to scale AI solutions.
Karen Leggett, Manulife’s Global Chief Marketing Officer, emphasized AI’s role in enhancing customer relationships, improving advisor interactions, and unlocking new revenue streams. “AI is driving efficiency, fueling growth, and strengthening our bottom line globally,” she stated.
Commitment to responsible and scalable AI
As Manulife continues to expand its AI capabilities, responsible AI adoption remains a priority. The company adheres to Responsible AI Principles to ensure transparency, ethical alignment, and sustainability in its AI-driven innovations.
AI is also enhancing customer interactions and operational efficiencies. Key developments include:
• AI-enabled translation tools, providing real-time translations in nine languages for seamless global communication.
• Sales Enablement Tools, offering personalized insights to advisors, with rapid expansion across global markets.
• GenAI-powered customer support, handling over 110 million calls annually, improving response accuracy and service quality.
Looking ahead, Manulife’s AI roadmap for 2025 is set to deepen AI-driven insights, enhance personalization for customers and advisors, and expand investment in scalable solutions. With AI at the core of its strategy, Manulife anticipates a threefold return on digital investments over five years, with $600 million in benefits already realized in 2024.
Lack of GenAI expertise among execs threatens to put banks and insurers at risk
