Manulife engages 75% workforce with GenAI tools globally

Manulife has announced that over 75 percent of its global workforce is now engaged with its GenAI capabilities through various tools and experiences, including ChatMFC, its proprietary GenAI assistant introduced in 2024.

The company has been embedding artificial intelligence (AI) tools across its workforce for nearly a decade and sees this as a democratization effort to empower employees to integrate AI into everyday workflows to enhance efficiency and innovation. AI is increasingly becoming a core element of Manulife's operations across different teams, locations, and business sectors.

Jodie Wallis, Global Chief Analytics Officer at Manulife, said, "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."

The company has invested several billion dollars in a digital transformation that includes building a cloud-based data and AI platform and scaling its AI solutions. Among the recent deployments is ChatMFC, which is accessible across Manulife globally, aimed at automating routine tasks to allow employees more time for strategic work. Manulife has also launched a skills-building program to educate its workforce on AI applications. The company has deployed over 35 GenAI use cases across regions such as Canada, the U.S., and Asia and has prioritized an additional 70 by the end of 2025. This initiative is backed by a dedicated team of nearly 200 specialists in data science and machine learning.

Karen Leggett, Global Chief Marketing Officer at Manulife, highlighted the significance of AI in the company's global strategy, stating, "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."

Manulife is committed to ensuring that its AI developments are aligned with ethical, safety, and sustainability standards, guided by their Responsible AI Principles. These principles aim to foster trust and transparency in AI applications and ensure that innovations align with the company's values.

Beyond the ChatMFC, AI technology is being integrated into customer interactions, operational activities, and strategic decision-making processes. This includes a new AI-enabled translation tool available in 9 languages, a Sales Enablement Tool initially launched in Singapore, and GenAI-powered solutions to support extensive customer service interactions.

Manulife aims to deepen its use of AI-driven insights and enhance personalisation for its customers and advisors while continuing to invest in responsible, scalable solutions as part of its 2025 roadmap. The company anticipates a threefold return on investment from its digital capabilities, including AI advancements, over five years through to 2027, with over USD $600 million in benefits realised in 2024 from their digital initiatives globally.