To help us deliver more exceptional customer experiences, Manulife has developed three Generative Intelligence (GenAI) use cases that are now in market in support of creating exceptional customer experiences. These use cases that tap into the power of GenAI to address customer preferences, enable personalized experiences, and remove customer friction points.

Providing call notes and action summarization

In the U.S., we introduced Amazon Connect, an AI-powered cloud contact centre feature that supports agents by documenting in a few sentences the customer call that just occurred. By eliminating the need for our frontline colleagues to take detailed notes, our agents can better focus on listening to our customers’ needs and actioning results. After the call, Amazon Connect equips agents with comprehensive notes, including a summary of all actions taken which can easily be referenced on future calls. Within the first month of deployment, our U.S. contact centres saw a 5% reduction in average handle time (AHT).  

Enabling contract lookup and summarization

In Retail Long Term Care (LTC), our contact centre agents are utilizing Manulife’s GenAI Knowledge Bot, powered by Open AI, to that drive faster solutions and increase productivity.. By inputting a simple question into the chatbot during a customer call, an agent receives quick insights on the customer’s contract and process details, enabling them to better and more efficiently address the customer’s needs. 

 Identifying daily call trends

In our Group Benefits business, we are leveraging the power of an enhanced version of VOICE, a sophisticated analytics platform that takes our call transcripts and uses GenAI to identify and track detailed call trends, helping our teams anticipate what type of support our customers are looking for. 

Manulife’s AI commitment

Our teams from around the world are united in our commitment to Get it Done Together and to Think Big as we continue to transform Manulife in the pursuit of customer experience excellence. At Manulife, we believe by collectively embracing new ways of working and leveraging data insights, we are generating better results that benefit our colleagues, customers, and shareholders.  Learn more about AI@ Manulife.