AI is Reshaping the Future of Work at Manulife

Manulife is taking a major leap forward in artificial intelligence (AI) adoption, rolling out Generative AI (GenAI) capabilities to 100% of its global workforce. Even more impressively, 75% of employees are actively engaging with these AI-powered tools, transforming the way they work.

This initiative is part of Manulife’s long-term digital transformation strategy, which is expected to generate a threefold return on investment over five years through 2027.

Empowering Employees with AI

At the heart of this transformation is ChatMFC, Manulife’s proprietary GenAI assistant. This tool helps employees automate routine tasks, freeing up time for more strategic and high-value work.

Beyond automation, the company is investing in AI education, ensuring that employees at all levels can understand, experiment with, and apply AI effectively. The results speak for themselves:

✅ More than 35 AI-powered solutions have already been implemented in Canada, the U.S., and Asia.
✅ Another 70 AI-driven solutions are set to roll out by the end of 2025.
✅ Over 400 ideas for GenAI solutions have been submitted by employees, demonstrating their enthusiasm for AI-driven innovation.

AI is Enhancing Customer Experience and Driving Growth

Manulife’s AI strategy isn’t just about boosting internal productivity—it’s revolutionising how the company interacts with customers and drives revenue growth.

🔹 AI-Powered Customer Service – Over 110 million customer calls annually are now supported by GenAI solutions, delivering faster and more accurate responses.
🔹 Smarter Sales Tools – Originally launched in Singapore, Manulife’s Sales Enablement Tool provides personalised insights for financial advisors, helping them better serve clients. It’s now being expanded globally.
🔹 Real-Time Language Translations – A new AI-powered translation tool supports 9 languages, making cross-border communication more seamless than ever.

Manulife’s Commitment to Responsible AI

With great power comes great responsibility, and Manulife is fully committed to ethical AI development. The company follows Responsible AI Principles, ensuring all innovations align with ethical, safety, and sustainability standards.

The Future of AI at Manulife

Manulife’s AI momentum is only growing. With nearly 200 AI experts across its global teams, the company continues to scale AI responsibly while delivering real business impact. In 2024 alone, Manulife’s digital initiatives generated over C$600 million in benefits.As AI reshapes the future of financial services, Manulife is proving that innovation, responsibility, and efficiency can go hand in hand.

For more on Manulife’s AI journey, visit Manulife’s AI Hub.