Manulife has rolled out its generative AI (GenAI) capabilities to its entire workforce, with more than 75% of employees engaging with the technology through various tools and learning programs. The company expects these digital enhancements to contribute to a threefold return on investment by 2027.
Manulife, a financial services group based in Toronto, has been investing in AI tools for nearly a decade. The company introduced its proprietary AI assistant, ChatMFC, in 2024. Employees use the tool to automate routine tasks, allowing them to focus on strategic work.
“AI is transformative, and it is creating efficiencies for how we work, create, and interact with one another,” said Jodie Wallis, global chief analytics officer at Manulife. “By equipping our teams with GenAI tools, we’re enabling them to work smarter, move faster, and make a bigger impact.”
Manulife has deployed over 35 GenAI applications across Canada, the United States, and Asia. Another 70 use cases are set to be launched by the end of 2025. These AI projects stem from more than 400 ideas submitted by employees. The company has also built a global team of nearly 200 data scientists and machine learning engineers to scale AI adoption.
Employee participation in AI skills-building programs
The company sees AI as an integral part of its operations rather than a separate function. It has invested in a cloud-based data and AI platform to support its digital transformation. Employees at all levels can participate in AI skills-building programs to understand and use the technology effectively.
“AI is driving efficiency, fueling growth, and strengthening our bottom line globally,” said Karen Leggett, global chief marketing officer at Manulife. “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.”
Using AI for customer service
Beyond internal use, Manulife has integrated AI into customer service, operations, and decision-making. A new AI-powered translation tool offers real-time translations in nine languages. The Sales Enablement Tool, launched in Singapore, provides advisors with personalized insights and has expanded globally. Additionally, AI-driven solutions now support over 110 million customer calls annually, improving response speed and service quality.
Manulife follows Responsible AI Principles to ensure its innovations align with ethical and safety standards. With AI playing a key role in its growth strategy, the company expects to see continued benefits from its digital initiatives in the coming years.