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.