Revolutionizing Customer Support
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.
AI-Powered Call Summaries for Enhanced Support
Providing call notes and action summarization
In the United States, we introduced Amazon Connect, an AI-powered cloud contact center feature designed to support agents in their daily tasks.
Automating Call Summaries
Amazon Connect automatically documents the customer call that just occurred in a few concise sentences. This feature eliminates the need for frontline colleagues to take detailed notes during the conversation.
Enhancing Agent Focus
By removing the burden of manual notetaking, agents can focus more on actively listening to customer needs and taking appropriate actions during the call.
Post-call Support
After the call, Amazon Connect equips agents with comprehensive notes. These notes include a summary of all actions taken, which makes it easy to reference them during future calls.
Impact on Productivity
Within the first month of deployment, our U.S. contact centers experienced a 5% reduction in average handle time (AHT). This demonstrates the positive impact on agent efficiency and overall productivity.
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.