Manulife integrates GenAI in contact centres, rollout starts in Singapore

About 68% of agents used the tool within two weeks of its pilot launch.

Manulife is integrating GenAI with agent operations in Singapore and enhancing capabilities in contact centres and underwriting processes.

Manulife’s use of GenAI in contact centres will automate call summaries, perform trend analysis, and manage contract lookups in seconds, boosting efficiency.

The first rollout in Asia will begin in Singapore by the end of 2024.

In Singapore, Manulife has launched two key initiatives. The Sales Agent Enablement tool, first introduced to over 2,000 agents in July, leverages GenAI to analyse customer preferences and generate personalised engagement ideas.

About 68% of agents used the tool within two weeks of its pilot launch. Manulife plans to expand this tool to Japan by the end of the year.

Additionally, the GenAI-powered Underwriting Assistant will streamline underwriting by reducing processing times from five days to three for high-net-worth products. This tool will be introduced in October 2024.

Follow the link for more news on

insurance

The people you want to reach are already in this room.

Every quarter, SBR lands on the desks of the founders, CFOs, and directors running Asia's most consequential companies. Every day, they open our newsletter and read our website. It's a room that took twenty years to build — and it's the one most of our partners are trying to get into.

The good news is that the door is open. We work with companies on thought leadership articles, sponsored content, industry summits across Southeast Asia, regional awards programmes, podcasts, and media placements in print and digital. The shape of the right partnership depends on what you're trying to do, which is why we'd rather start with a conversation than send a rate card.

If you have something this room should know about, tell us. We'll tell you honestly whether we can help, and how.

No rate cards until we understand the brief. It's a better use of everyone's time.

Book a meeting

| Or download the media kit (PDF)

240,000 senior readers quarterly in print Top 1,700 Singapore companies reached

7 markets across Southeast Asia