Hong Kong – Manulife Hong Kong has entered into a strategic partnership with Alibaba Cloud to accelerate the development and deployment of artificial intelligence (AI) technologies across its business operations, with a focus on responsible AI innovation and insurance-sector applications.
The collaboration, formalised through a Memorandum of Understanding (MoU), brings together Manulife’s insurance and financial services expertise and Alibaba Cloud’s cloud computing and AI capabilities. The companies said the partnership is intended to support the development of AI-enabled initiatives that improve customer experience, operational efficiency, and long-term business growth, while adhering to legal, regulatory, and data governance requirements.
As part of the agreement, the two organisations will explore the creation of a joint AI hub designed to incubate new AI applications and develop use cases aligned with Manulife’s business priorities. Areas of focus are expected to include AI-powered customer journeys, fraud detection, and personalised services.
The partnership also establishes a framework for evaluating potential co-development projects, exploring go-to-market opportunities, and assessing emerging technologies that could deliver business value, subject to further agreements and regulatory approvals.
Dr. Hongjuan Liu, Chief AI & Data Officer, Manulife Hong Kong and Macau, said: “This partnership with Alibaba Cloud marks an important step in expanding our AI ecosystem. Through the establishment of a joint AI hub, we are creating a structured platform to co-develop innovative AI solutions that can transform both customer experiences and business processes. We see this collaboration as a catalyst for unlocking new ideas and accelerating impactful AI applications, underpinned by robust data governance and regulatory safeguards.”
Andy Bruce, Chief Information Officer, Manulife Hong Kong and Macau, said: “The collaboration builds on an established technology partnership between Manulife Hong Kong and Alibaba Cloud, which has supported a range of digital initiatives across our Hong Kong and Macau businesses. This represents a further step in deepening this relationship, with a shared focus on strengthening our technology foundations to support responsible AI adoption aligned with our evolving customer, distribution and operational needs.”
According to the companies, the new agreement builds on an existing technology relationship that has supported digital initiatives across Manulife’s Hong Kong and Macau operations.
Edward Zhang, Vice President of Public Cloud and General Manager of Financial Services Industry, Alibaba Cloud Intelligence, said: “This collaboration reflects a shared commitment to advancing innovation through AI and cloud technologies. By working closely with Manulife, we will combine deep industry expertise with Alibaba Cloud’s advanced technical capabilities to co-develop AI-enabled solutions that address real-world business needs. We believe this partnership will help deliver tangible value for customers and contribute positively to the broader digital ecosystem.”
Manulife said it has already implemented AI across several areas of its Hong Kong business, including customer engagement tools, data-driven insights for distribution teams, and intelligent automation aimed at improving operational efficiency and service responsiveness.
The company added that these efforts are part of its broader strategy to integrate AI into day-to-day operations and decision-making processes. Globally, Manulife expects its AI initiatives to generate more than CAD$1 billion in enterprise value by 2027.
