. The initiative integrates GenAI into key operations, including customer service and agent support.
In customer service, GenAI is being used in contact centers to automate tasks such as call summaries, daily trend analysis, and contract lookups, allowing faster and more accurate responses. This system is expected to launch in Singapore by the end of 2024.
Manulife also introduced two GenAI-powered tools in Singapore. The Sales Agent Enablement Tool, rolled out to over 2,000 agents, provides personalized engagement insights based on customer data, helping agents offer tailored recommendations. The tool will expand to Japan later this year. Additionally, the Underwriting Assistant streamlines underwriting by automating document analysis, reducing processing times from five days to three. This tool is scheduled for release in October 2024.
Sales Enablement Tool:
- Provides agents with deep insights into customer preferences and needs.
- Generates personalized engagement ideas based on customer data.
- Launched in Singapore in July 2024, with planned expansion to Japan later this year.
Underwriting Assistant:
- Automates the analysis and summarization of documents.
- Reduces underwriting processing time from 5 days to 3 days.
- Improves accuracy in decision-making and frees up underwriters for more complex cases.
Karen Leggett, Global Chief Marketing Officer, Manulife, said: “GenAI is accelerating our transformation, driving growth, and highlighting innovative opportunities to drive efficiency across our organisation. Our market-leading progress in deploying and scaling multiple global use cases are 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 GenAI space.”.
Mark Czajkowski, Chief Analytics Officer, Asia and Chief Marketing Officer, Singapore, also commented, saying: “The launch of these AI-driven tools in Singapore will significantly improve customer interactions by providing faster, more accurate, and personalized 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.”
