GenAI capabilities rolled out to 100% of Manulife’s workforce
Manulife announced that over 75% of its global workforce are engaged with GenAI through learning, immersive experiences and tools, including ChatMFC, its proprietary GenAI assistant introduced in 2024. Manulife has been actively investing in AI tools to embed across its workforce since the AI practice was introduced nearly ten years ago.
Manulife has made a multi-billion-dollar investment in its digital transformation including a cloud-based data and AI platform and scaled AI solutions. Today, the company has deployed:
- ChatMFC, available across Manulife’s global workforce, this GenAI tool can be used to automate routine tasks and allow employees to focus on higher-value, strategic work.
- A skills-building program that empowers colleagues at all levels to understand, experiment with, and apply AI effectively.
- More than 35 GenAI use cases across Canada, the U.S., and Asia have been deployed to-date, with an additional 70 GenAI use cases prioritized to be deployed by the end of 2025. These GenAI use cases are sourced from the Company’s pipeline of over 400 GenAI solutions submitted by its workforce.
- A dedicated talent pool of nearly 200 global data scientists and machine learning engineers, embedded across the organization to scale AI capabilities
Beyond ChatMFC, AI is being embedded in customer interactions, operations, and strategic decision-making. Examples include:
- New Ways of Working: Manulife’s new AI-enabled translation tool provides global access to self-serve real-time translations in 9 languages, increasing efficiency and speed.
- Revenue Growth: The Sales Enablement Tool, initially launched in Singapore, provides personalized insights to advisors. Its rapid global expansion, including to wholesalers, has expanded to multiple global markets.
- Customer Experience: GenAI-powered solutions now support over 110 million calls annually, with further expansion planned this year. Deployed across all North America contact centres and being scaled to our Asia operations, the technology enhances response speed, accuracy, and service quality by providing agents with instant, source-backed answers and confidence scores.
“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.” – Jodie Wallis, Global Chief Analytics Officer, Manulife.
“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.” – Karen Leggett, Global Chief Marketing Officer, Manulife.
