Manulife recently announced a major push to implement generative artificial intelligence (AI) as part of efforts to transform business processes and boost customer service with new capabilities across Asia, including the integration of generative AI with the agent experience in Singapore.
This includes the integration of capabilities and tools ranging from optimised contact centre technology, a Sales Agent Enablement tool, and leveraging generative AI for underwriting.
“Generative AI is accelerating our transformation, driving growth, and highlighting innovative opportunities to drive efficiency across our organization,” said Karen Leggett, global chief marketing officer, Manulife.
Legget said their progress in deploying and scaling multiple global use cases is resulting in deeper customer engagement and satisfaction.
“The significant investments we’ve made in cloud, data capabilities, and talent are enabling our speed, efficiency, and innovation to lead in the generative AI space,” she added.
Manulife’s AI push extends to customer service, where generative AI is being used in contact centres to enhance the efficiency and accuracy of client interactions.
The technology automates call summaries, performs daily trend analysis, and manages complex contract lookup within seconds, enabling servicing colleagues to provide faster, more precise responses. The first rollout in Asia will take place in Singapore by the end of the year.
Also, Manulife is launching two generative AI initiatives in Singapore that are transforming the way Manulife agents and underwriters operate.
Aside from the Sales Agent Enablement tool which equips agents with deep insights into customer preferences and needs, helping to enhance the personalisation of customer interactions, there is also the Underwriting Assistant which leverages generative AI to streamline the underwriting process by automating the analysis and summarization of documents.
With the Underwriting Assistant, Manulife said it can significantly expedite the process from a five-day window down to a target process window of three days. This new tool is slated to launch this month.
Mark Czajkowski, Manulife chief analytics officer in Asia and chief marketing officer in Singapore, said the launch of these AI-driven tools in Singapore will significantly improve customer interactions by providing faster, more accurate, and personalised service.
“By automating routine tasks in underwriting and streamlining customer support through AI, we are furthering our commitment to delivering exceptional value to our customers and colleagues alike,” said Czajkowski.