More than three-quarters (75%) of Manulife’s global workforce is engaged with generative AI through learning, immersive experiences and tools, including its ChatMFC — its proprietary generative AI assistant introduced in 2024.
The insurance firm has been actively investing in AI tools to embed across its workforce since the AI practice was introduced nearly ten years ago.
By democratising access to AI-enabled solutions, the company is empowering colleagues to harness its potential in their daily workflows, enhancing efficiency and driving innovation.
AI is not a stand-alone function at Manulife, it is an integral part of how the company operates across teams, geographies, and business units.
“By equipping our teams with GenAI tools, we’re enabling them [staff] to work smarter, move faster, and make a bigger impact,” said Jodie Wallis, global chief analytics officer at Manulife.
“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,” said Wallis.
Manulife has made a multi-billion-dollar investment in its digital transformation including a cloud-based data and AI platform and scaled AI solutions.
Aside from Chat MFC, the company has also deployed a skills-building program that empowers colleagues at all levels to understand, experiment with, and apply AI effectively.
More than 35 generative AI use cases across Canada, the US, and Asia have been deployed to-date, with an additional 70 use cases prioritised to be deployed by the end of 2025.
These GenAI use cases are sourced from the company’s pipeline of over 400 generative AI solutions submitted by its workforce.
Further, there are nearly 200 global data scientists and machine learning engineers embedded across the organisation to scale AI capabilities.
“AI is driving efficiency, fueling growth, and strengthening our bottom line globally,” said Karen Leggett, global chief marketing officer at Manulife.
Manulife expects their digital capabilities, including AI-enabled enhancements, to generate a threefold return on investment over five years through 2027 with over $600 million of benefits realised in 2024 from our digital initiatives globally.
