Manulife integrates GenAI across Asia, enhancing customer service, streamlining processes, and helping sales agents.
Manulife has launched new GenAI tools to enhance customer service and optimize business operations. The Sales Agent Enablement Tool provides agents with deep insights, creating personalized interactions and improving needs-based conversations with clients.
Whereas the Underwriting Assistant reduces the underwriting process time from five days to three, increasing accuracy and efficiency. Launched first in Singapore, these tools will soon expand across Asia, pushing Manulife to the forefront of GenAI adoption in insurance.
One challenge in the insurance industry is creating personalized customer interactions at scale. Manulife’s Sales Agent Enablement Tool, powered by GenAI, equips agents with deep insights into customer preferences and life stages. By analyzing past customer engagements, this tool helps agents tailor conversations to each individual. Since its pilot launch in Singapore, 68% of agents have used these features, leading to stronger customer relationships and better-targeted service. This tool’s success has set the stage for a broader rollout, with Japan as the next market.
In underwriting, the GenAI-powered Underwriting Assistant is revolutionizing document analysis. Traditionally, underwriting could take up to five days, but the new tool aims to reduce this to three. By automating the review and summarization of complex documents, GenAI speeds up decision-making and reduces human error, freeing underwriters to focus on more complex cases. This will result in faster approvals for customers and greater efficiency for Manulife.
Looking ahead, Manulife’s focus on responsible AI ensures that as GenAI continues to evolve, their tools will be refined and expanded, delivering lasting value to customers and enhancing the company’s operational capabilities across global markets.