Manulife AI Assistant Qorus-NTT DATA Innovation in Insurance Awards 2026

Submitted by

Manulife Hong Kong

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24/11/2025 Insurance Innovation

We built the Hong Kong insurance industry’s first GenAI-powered customer servicing chatbot to master Hong Kong’s mixed-language conversations.

Innovation details

Country
Hong KongCategory
GenAI Innovation of the YearKeyword
Customer service, AI & Generative AI, Life insurance, Contact center & ChatbotsBusiness Line
Life Insurance, Health Insurance, Employee BenefitsDistribution Channel
Agents, Brokers, Bancassurance

Innovation presentation

Most AI assistants struggle with the nuances of everyday language in Hong Kong and ensuring accurate and most relevant answers, despite the investments. We engineered a pioneering GenAI framework that separates comprehension from execution. The AI’s sole task is to understand the complex, mixed-language queries of our customers. To eliminate risk, all responses are drawn from a library of expert-written, pre-approved answers, ensuring 100% accuracy.

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