Manulife has integrated GenAI capabilities across its workforce, with 75% of employees actively engaged through AI-driven tools.
Manulife has rolled out GenAI capabilities across its global workforce, with 75% of employees actively engaged through AI-driven tools like ChatMFC. The company is scaling GenAI for automation, customer service, and decision-making, driving efficiency and innovation in financial services.
Manulife’s proprietary GenAI assistant, ChatMFC, automates routine tasks, allowing employees to focus on strategic work. AI-driven systems also enhance customer interactions, supporting over 110 million calls annually and providing real-time, source-backed responses. The company has deployed over 35 GenAI applications across Canada, the U.S., and Asia, with 70 more planned by 2025. AI-powered tools are also improving global translation and sales insights, strengthening Manulife’s digital capabilities.
The company is embedding AI across all business functions, including customer service, sales, and operational workflows. A dedicated AI talent pool of nearly 200 data scientists and machine learning engineers ensures scalable AI deployment. Manulife’s AI roadmap for 2025 focuses on deepening AI-driven insights, personalizing customer experiences, and expanding responsible AI adoption.
With a projected threefold return on AI investment over five years, Manulife expects $600 million in benefits from AI-powered digital initiatives in 2024 alone. By integrating AI into everyday operations, Manulife is positioning itself as a leader in AI-driven financial services, transforming both employee productivity and customer engagement.