Manulife Achieves 75% Employee Adoption of GenAI Tools, Forecasting Threefold ROI by 2027

Manulife's GenAI Integration Reaches 75% of Global Workforce

Manulife, a leading financial services company, has announced a significant milestone in its artificial intelligence (AI) adoption strategy. Over 75% of its global workforce is now actively engaged with Generative AI (GenAI) through various learning initiatives, immersive experiences, and practical tools 1

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. This achievement comes as part of Manulife's decade-long investment in AI technologies, aimed at embedding AI capabilities across its operations.

ChatMFC: Manulife's Proprietary GenAI Assistant

At the heart of Manulife's AI strategy is ChatMFC, the company's proprietary GenAI assistant introduced in 2024 1

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. This tool has been made available to Manulife's entire global workforce, enabling employees to automate routine tasks and focus on higher-value, strategic work. The widespread adoption of ChatMFC and other AI tools is a testament to Manulife's commitment to democratizing AI access within the organization.

Comprehensive AI Integration and Development

Manulife's approach to AI integration goes beyond a single tool:

1. The company has deployed over 35 GenAI use cases across Canada, the U.S., and Asia, with plans to implement an additional 70 by the end of 2025 1

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2. A dedicated team of nearly 200 global data scientists and machine learning engineers is embedded across the organization to scale AI capabilities 1

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3. Manulife has implemented a skills-building program to empower employees at all levels to understand, experiment with, and apply AI effectively 1

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AI-Driven Innovations Across Business Functions

Manulife's AI initiatives span various aspects of its operations:

1. A new AI-enabled translation tool provides real-time translations in 9 languages, increasing efficiency and speed in global communications 1

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2. The Sales Enablement Tool, initially launched in Singapore, offers personalized insights to advisors and has been rapidly expanded to multiple global markets 1

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3. GenAI-powered solutions now support over 110 million customer calls annually, enhancing response speed, accuracy, and service quality 1

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Financial Impact and Future Outlook

Manulife's investment in digital capabilities, including AI-enabled enhancements, is expected to yield significant returns:

1. The company anticipates a threefold return on investment over five years through 2027 1

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2. Over $600 million in benefits from global digital initiatives were realized in 2024 alone 1

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Responsible AI Implementation

Manulife emphasizes the importance of responsible AI adoption:

1. The company adheres to a set of Responsible AI Principles, guiding the design, development, and deployment of AI solutions 1

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2. These principles reinforce trust and transparency in AI applications, ensuring alignment with ethical, safety, and sustainability standards 1

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Leadership Perspective on AI Strategy

Jodie Wallis, Global Chief Analytics Officer at Manulife, stated, "AI is transformative, and it is creating efficiencies for how we work, create, and interact with one another" 1

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. Karen Leggett, Global Chief Marketing Officer, added that AI is "driving efficiency, fueling growth, and strengthening our bottom line globally" 1

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As Manulife continues to expand its AI capabilities, the company is positioning itself as a leader in AI adoption across the financial services industry, with a clear focus on responsible growth and innovation.