Manulife announced that its generative artificial intelligence (GenAI) tools have been adopted by over 75% of its global employees. The widespread use includes various learning initiatives, immersive experiences, and practical applications, notably through its proprietary GenAI assistant, ChatMFC, introduced in 2024.
AI adoption accelerates at Manulife with significant employee engagement
Manulife’s efforts in AI began approximately a decade ago, with significant investments aimed at embedding AI within daily operations. Rather than treating AI as a separate function, the company integrates it into multiple departments, allowing employees to streamline tasks, improve productivity, and foster innovation.
According to Jodie Wallis, Global Chief Analytics Officer at Manulife, the introduction of GenAI tools has significantly increased operational efficiency and allowed teams to perform tasks more effectively. The company’s investment in a cloud-based data and AI platform, supported by a dedicated global team of approximately 200 data scientists and machine learning engineers, has played a central role in scaling these AI capabilities.
Currently, Manulife employees use ChatMFC to automate routine tasks, enabling them to focus on higher-value work. Additionally, the company has implemented a skills-building program designed to empower employees at all levels to understand and use AI effectively. Over 35 GenAI solutions are already active across Canada, the U.S., and Asia, with 70 additional use cases planned for deployment by the end of 2025. These solutions stem from a broader internal initiative where employees contributed over 400 GenAI ideas.
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Karen Leggett, Manulife’s Global Chief Marketing Officer, emphasized the strategic importance of AI, citing its role in enhancing customer and advisor relationships, supporting new revenue streams, and improving overall operational effectiveness. Manulife adheres to a set of Responsible AI Principles, ensuring ethical, transparent, and sustainable AI usage across its global operations.
Beyond internal workflow improvements, AI initiatives include a real-time translation tool available in nine languages, a global sales enablement tool that provides personalized insights for advisors, and customer experience enhancements supporting over 110 million calls annually.
Manulife anticipates its digital capabilities, including AI-driven enhancements, to yield substantial returns, expecting over $600 million in benefits from its digital initiatives globally in 2024 and forecasting a threefold return on investment by 2027.
Featured image credit: Manulife
