Manulife Hong Kong wins January Innovation of the Month Award with its AI assistant
Manulife Hong Kong won the Insurance Innovation of the Month Award for January with its AI Assistant. Congratulations to the whole team. As a result, the project is automatically nominated for the Innovation in Insurance Awards 2026.
Manulife Hong Kong won the Insurance Innovation of the Month Award for January with its AI Assistant. Congratulations to the whole team. As a result, the project is automatically nominated for the Innovation in Insurance Awards 2026.
Manulife has developed Hong Kong’s first GenAI-powered customer service chatbot designed for Hong Kong’s mixed-language conversations. Built in-house, the Manulife AI Assistant understands how customers naturally switch between languages and retrieves answers from a controlled, verified knowledge base. Each response is governed, with safeguards that prevent out-of-scope or inappropriate output—an essential requirement in a highly regulated insurance market. The project reflects the operational challenges of deploying AI in Hong Kong, including regulatory compliance, data privacy, legacy systems and talent constraints. A proprietary zero-hallucination framework enables 24/7 self-service while reserving complex cases for human agents.
Submit your innovative insurance project by 15 February 2026 (inclusive) for a chance to be selected as the Innovation of the Month for February 2026. The Innovation of the Month Awards is a benefit reserved for institutions that have taken out a Qorus corporate membership.
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