More than 75 per cent of Manulife’s global workforce is now engaged with generative artificial intelligence (GenAI) tools, including the company’s proprietary AI assistant, ChatMFC, the insurer said Thursday.
The rollout is part of Manulife’s broader digital transformation strategy, which includes a multi-billion-dollar investment in AI and cloud-based data platforms. Company executives say the initiative is improving efficiency, enhancing customer service, and driving innovation across its operations in Canada, the U.S., and Asia.
“AI is transformative, and it is creating efficiencies for how we work, create, and interact with one another,” said Jodie Wallis, Manulife’s global chief analytics officer. “By equipping our teams with GenAI tools, we’re enabling them to work smarter, move faster, and make a bigger impact.”
The company has integrated AI capabilities into key areas such as customer interactions, operational workflows, and strategic decision-making. Its AI-powered contact centre tools now support more than 110 million calls annually, providing agents with instant, source-backed answers. A newly launched AI-driven sales enablement tool, first introduced in Singapore, has since expanded into multiple global markets.
Manulife has also prioritized AI literacy among its workforce, implementing a skills-building program that allows employees at all levels to experiment with and apply AI solutions in their roles. A growing number of GenAI applications—35 currently in use, with 70 more planned by the end of 2025—have been developed based on more than 400 employee-submitted proposals.
“By embedding AI at scale, we’re not just optimizing operations—we’re empowering colleagues to deepen customer relationships, improve advisor connections, and unlock new revenue streams,” said Karen Leggett, Manulife’s global chief marketing officer.
The insurer says its AI initiatives adhere to responsible AI principles that prioritize ethical and transparent usage. It projects that its digital transformation efforts, including AI-enabled enhancements, will generate a threefold return on investment by 2027, with $600 million in benefits realized in 2024 alone.
