Manulife Japan recognised at Asian Innovation Excellence Awards 2025 for AI Assistant

The AI Assistant chatbot boosts efficiency of agent sales representatives and enhances customer service.

Manulife Japan has been awarded Japan Distribution Innovation of the Year - Life Insurance in the Asian Innovation Excellence Awards 2025 for its Manulife AI Assistant. This innovative AI-powered chatbot streamlines access to key information for agent sales representatives, enabling them to better support agents and improve the quality of advice to customers. 

Previously, agent sales representatives faced challenges locating information across multiple systems, particularly when responding to time-sensitive queries on mobile devices. The AI Assistant, integrated with single sign-on, provides unified and intuitive access to product details, contract procedures, and other essential data. This solution reduces search time and improves sales efficiency. 

Developed through a human-centred design approach and close collaboration between sales, call centre, and operations teams, the chatbot delivers accurate, trustworthy responses. It includes source references and direct links, allowing users to verify information independently – building confidence and ensuring consistent, reliable advice for agents and customers alike. 

Optimised for mobile platforms, the chatbot supports agent sales representatives on the go, enabling quick and timely responses to enquiries. Continuous user feedback has helped refine its content and improve response quality, ensuring alignment with real-world needs and operational demands.

By equipping agent sales representatives with efficient, accurate tools, the Manulife AI Assistant enhances productivity and satisfaction across the distribution network. This initiative reflects Manulife Japan’s ongoing commitment to digital transformation and innovation in life insurance distribution.

The Asian Innovation Excellence Awards honours companies that achieve measurable outcomes and address key challenges through innovation and operational improvement, recognising initiatives that drive meaningful progress across diverse industries in the region.

The Asian Innovation Excellence Awards is presented by Asian Business Review. To view the full list of winners, click here. For more information on the awards programme, you may contact Julie Anne Nuñez-Difuntorum at (+65) 3158 1386 ext 242 or at [email protected].