MassMutual deployed internal AI virtual assistants that help customer service representatives and financial professionals answer questions about insurance policies, including older policies created decades ago.

According to MassMutual's CIO Sears Merritt, the company built and deployed these AI virtual assistants in approximately nine months. The assistants use a ChatGPT-like conversational interface to help employees retrieve answers to policy-related questions. As of February 2025, the tool had reduced customer service response times by 10% and cut by 5% the number of calls financial advisors place into a contact center. Human employees remain in the loop for all decisions. As of February 2025, all generative AI products at MassMutual were restricted to internal employee use, with no plans to expose them directly to policyholders.