Over 75% of employees are already actively engaged with GenAI through training, immersive experiences, and proprietary tools such as ChatMFC, Manulife’s AI assistant introduced in 2024.
As part of its multi-billion-dollar investment in AI and cloud-based technology, Manulife has scaled its AI capabilities with a dedicated team of nearly 200 data scientists and machine learning engineers. To date, the company has deployed more than 35 GenAI use cases across Canada, the U.S., and Asia, with plans to introduce an additional 70 by the end of 2025.
Beyond automating routine tasks through ChatMFC, Manulife is embedding AI in key areas such as:
- Customer Interactions: AI-driven solutions are enhancing contact center operations, supporting over 110 million calls annually with real-time, source-backed answers.
- Operational Efficiency: A new AI-enabled translation tool provides real-time translations in nine languages, improving global collaboration.
- Revenue Growth: A Sales Enablement Tool, first launched in Singapore, delivers personalized insights to advisors and is now expanding globally.
By integrating AI across its business, Manulife aims to enhance productivity, improve customer service, and drive long-term growth in an increasingly digital landscape.
Jodie Wallis, Global Chief Analytics Officer, Manulife, commented, saying: “AI is transformative, and it is creating efficiencies for how we work, create, and interact with one another. By equipping our teams with GenAI tools, we’re enabling them to work smarter, move faster, and make a bigger impact. We’ve doubled our AI-driven impact by diversifying and expanding solutions, strengthening data and AI platforms, and practicing responsible AI governance, proving that our teams see real value.” –.
Karen Leggett, Global Chief Marketing Officer, Manulife added: “AI is driving efficiency, fueling growth, and strengthening our bottom line globally. By embedding AI at scale, we’re not just optimizing operations – we’re empowering colleagues to deepen customer relationships, improving advisor connections, and unlocking new revenue streams. As a strategic enabler of long-term success, AI will continue to be a cornerstone of Manulife’s responsible and scalable growth.”
