From chatbot to champion: Iris wins big!

August 12, 2025

We’re proud to share that Iris, Sun Life’s internal virtual agent, has been recognized as a 2025 CIO Awards Canada winner!

Launched in 2024, Iris leverages GenAI and Agentic AI to improve employee productivity and service desk efficiency, providing swift, secure responses to common queries without human intervention. By handling routine queries, it frees up time for service desk agents and employees to focus on what matters most, our Clients. The result? Faster support, better productivity, and a scalable path to future AI-powered Client experiences. So far, Iris has: 

  • Reduced average resolution time by an impressive 83%. 

  • Addressed 80% of employee queries in just two minutes. 

  • Completed over 9,000 password resets over the past year. 

  • Projected to save over 24,000 hours annually for both employees and agents combined. 

Iris is laying the foundation for faster, more personalized digital experiences for our Clients. The insights we’re gaining are helping us scale similar AI tools, transforming how we connect with Clients every day.