How Manulife Is Integrating AI Agents into Core Business Workflows
120Manulife, a major Canadian insurance company, is taking a big step forward with artificial intelligence. Instead of just experimenting with AI in small projects, they are now working on embedding AI agents directly into their daily operations. This move aims to make workflows more efficient and reduce the workload for staff.
Moving Beyond Basic AI Use
For years, financial firms have tested AI mainly for data analysis or customer support. Now, companies like Manulife are shifting focus to operational AI systems that can take actions within business processes. They are developing a platform that supports “agent-based AI,” which can perform tasks across different software tools and datasets. This allows AI to do more than just respond to questions—it can execute sequences of tasks automatically.
Manulife’s goal is to automate high-volume tasks and help internal decision-making. The company believes this will boost productivity and create significant value—more than US$1 billion by 2027. They see AI as a way to streamline complex workflows, especially in areas with large amounts of structured data, like policy information, claims processing, and financial reporting.
Expanding AI Use Inside the Company
Manulife has already been investing in generative AI tools for several years. Currently, they have over 35 use cases in production, with plans to nearly double that number in the near future. A large portion of their global workforce—about 75%—already uses some form of generative AI in their daily tasks. This shows how deeply AI is becoming part of their operations.
The company’s new platform will enable teams to deploy AI agents that can interact with various internal systems and datasets. Instead of just answering prompts like a chatbot, these agents can handle multiple steps, such as gathering data from different sources and preparing reports or summaries. This helps staff save time and focus on more strategic work.
The Future of AI in Business Processes
Over the past couple of years, many companies have experimented with generative AI for writing, coding, or summarizing documents. Now, the challenge is turning those capabilities into operational tools that can support everyday workflows in large organizations. Experts say that embedding AI agents into core processes is the next big step for enterprise AI adoption.
A recent survey from McKinsey shows that about 65% of organizations now use generative AI in at least one business function. That’s a significant increase from just a year earlier. However, most of these implementations are still in pilot phases or limited to small parts of the business. Fully integrating AI into daily operations is still a work in progress, but companies like Manulife are actively leading the way.
This shift represents a move toward smarter, more automated workplaces where AI actively supports decision-making and operational tasks. As AI agents become more capable, they will likely play a bigger role in transforming how companies handle their core business activities.
What do you think?
It is nice to know your opinion. Leave a comment.