John Hancock

John Hancock deployed Quick Quote, a generative AI tool that produces preliminary life insurance assessments for insurance agents in about 15 minutes, replacing a process that previously took roughly one full day.

Quick Quote uses generative AI (GenAI) to interpret general applicant information submitted by an agent and produce a non-binding initial underwriting assessment. The tool is designed to handle over 4,000 requests per month and covers applicants up to age 75 with face amounts up to $10 million. It was piloted in late 2024 and officially launched on January 29, 2026, having already supported over 20,000 cases. Human underwriters remain involved for complex cases and formal applications.

John Hancock integrated an AI-powered voice biometric system into its contact center that analyzes callers' voices to verify their identity, replacing manual PIN-based authentication for incoming calls.

John Hancock configured its Amazon Connect contact center platform to use Pindrop, a third-party security tool, which processes live call audio to generate a unique voiceprint for each caller and authenticate their identity in real time. This system was in use for calls about life insurance, annuities, and retirement accounts. The practice became the subject of a class action lawsuit under Illinois's Biometric Information Privacy Act (BIPA), with plaintiffs alleging voiceprints were collected without written consent. As of 2026, federal courts have addressed, but not fully resolved, the scope of BIPA liability in this case.

John Hancock deployed AI-powered chatbots and virtual assistants on its customer-facing websites and contact center platforms to handle routine customer inquiries, reducing call volume and wait times.

Working with Microsoft, John Hancock integrated Azure Bot Framework SDK, Azure Bot Service, and Azure Cognitive Service for Language to build chatbots that support common customer questions and self-service tasks such as password resets and case escalations. The company also modernized its telephony infrastructure using Amazon Web Services' Amazon Connect, completing global rollout through parent company Manulife in 2024. Virtual assistants are available on the website and via the contact center, with human agents handling more complex issues.