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Manulife Shares Responsible AI Principles at Reuters Momentum AI Summit

May 22, 2025 - prnewswire.com
Manulife Financial Corporation is actively implementing its Responsible AI Principles to guide the ethical use of artificial intelligence across its operations. These principles were highlighted at the Reuters Momentum AI Summit in New York, emphasizing the company's commitment to aligning AI use with its Code of Business Conduct and Ethics, prioritizing safety, sustainability, and bias-free AI solutions. As of Q1 2025, Manulife has over 43 GenAI use cases in production, with plans to expand further by year-end, supported by approximately 200 data scientists and machine learning engineers. The company is also focusing on empowering its workforce with AI skills and expects its digital investments to yield significant returns by 2027.

Jodie Wallis, Manulife's Global Chief Analytics Officer, and Karen Leggett, Global Chief Marketing Officer, both stress the importance of responsible AI use in enhancing customer service and operational efficiency while safeguarding data privacy. Manulife's AI initiatives are part of a broader strategy to become the most digital customer-centric company in its industry, with projected benefits of over $600 million in 2024 from digital customer leadership initiatives. The company remains committed to evolving its AI practices in line with industry developments and regulatory changes.

Key takeaways:

  • Manulife has over 43 GenAI use cases in production as of Q1 2025, with an equivalent amount slated for deployment by year-end and over 450 ideas in evaluation.
  • Manulife's Responsible AI Principles focus on ethical AI use, aligning with the company's values, ensuring safety, and promoting sustainability.
  • Manulife expects its digital investments, including AI enhancements, to generate a threefold return on investment over five years through 2027, with over $600 million of benefits realized in 2024.
  • Manulife has been actively investing in AI since 2016, significantly increasing value through advanced analytics and AI platform investments, guided by a responsible AI framework.
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