Case Study: Manulife achieves faster employee knowledge discovery (70% AI-guided searches) with Coveo

Manulife Helps Employees Find Knowledge Faster with AI

Manulife, a leading international financial services company (operating as John Hancock in the U.S.), needed a better way for employees to find role- and task-specific knowledge across a fragmented global intranet. The intranet team faced declining tool usage when search failed to surface timely, relevant content from multiple systems, making it harder for employees to do their jobs.

Manulife implemented Coveo’s AI-driven search with out-of-the-box connectors and machine learning to suggest queries, boost and recommend content, and surface analytics to close content gaps. The result: about 65,000 searches per month with over 70% guided by AI-driven suggestions and an average click rank of 2.1, improving employee findability and intranet effectiveness.

Manulife

Anna Dorbyk

Global Director, Channels