Manulife Pioneers Generative AI to Revolutionize Productivity and Customer Experience

Manulife is leading the charge in Generative AI (GenAI) innovations, announcing major strides to enhance business processes and customer service. After showcasing their cutting-edge GenAI initiatives during Investor Day, the company is rolling out a series of AI-driven tools across Asia, including in Singapore, setting a new industry standard.

Transforming Customer Service with AI-Enhanced Contact Centres

Manulife’s contact centres are now powered by GenAI, designed to streamline and improve customer interactions. The technology automates call summaries, conducts trend analyses, and manages contract lookups in seconds—enabling faster, more precise responses. The first wave of this transformation is set to launch in Singapore by year-end.

Revolutionizing Sales and Underwriting in Singapore

Manulife is also debuting two GenAI innovations that are transforming the way agents and underwriters operate, beginning in Singapore:

• Sales Agent Enablement Tool: This tool provides agents with personalized insights based on customer preferences, life stages, and recent news, helping agents tailor their conversations more effectively. Initially piloted in May and rolled out to over 2,000 agents in July, it’s already seeing impressive engagement. With 12 enhancements planned, the tool will soon expand to Japan, bringing more personalized customer experiences.
• Underwriting Assistant: GenAI is also transforming the underwriting process, automating document analysis and reducing turnaround times from five days to just three for high-net-worth products. This tool is expected to launch in October 2024, further streamlining decision-making and freeing up underwriters to focus on complex cases.

Looking Ahead: Expanding AI Capabilities

Manulife is committed to responsible AI, with newly published principles guiding their AI strategy. As regulations evolve, Manulife will continue to refine its GenAI tools, ensuring they remain at the forefront of innovation—benefiting customers, colleagues, and shareholders alike.