Putting people at the centre of AI: How Sun Life is shaping the future of work

AI is no longer a future concept. It’s already reshaping how we work, serve Clients, and make decisions.

According to McKinsey, 92% of companies plan to increase AI investment, yet only 1% believe they’ve reached maturity in how AI is integrated into everyday work. The gap, McKinsey notes, isn’t technology, it’s leadership and culture. 

At Sun Life, that insight resonates deeply. Our approach to AI starts with a clear belief: technology should amplify human capability, not replace it. When AI is human‑led, responsibly governed, and aligned to purpose, it becomes a powerful enabler of better outcomes for Clients, Employees, advisors, and for the long term.

A human‑led approach to AI

Across industries, AI adoption is accelerating. PwC’s 2025 Global Workforce Survey found that 54% of workers have used AI at work, and nearly three‑quarters say it improves productivity and work quality when used well. At the same time, trust remains fragile, only 46% of people globally say they trust AI systems, according to a KPMG‑led global study.

That tension, between opportunity and trust, is exactly why Sun Life’s approach is grounded in people, not hype.

“At Sun Life, we really believe in keeping humans in the driver’s seat,” says Helena Pagano, Executive Vice-President and Chief People and Culture Officer. “The value comes from having the human in the loop and using AI to enhance judgment, not replace it.”

Rather than focusing on automation alone, Sun Life uses AI to reduce routine, repetitive work and create more space for judgment, insight, collaboration, and impact – the work humans do best. By shifting routine work to technology, we enable our people to focus on new growth and innovation that deepens Client relationships, improves decision‑making, and drives better outcomes.

Across the organization, that impact is already being felt. Employees are using AI-powered tools to quickly access information, streamline day-to-day tasks and work more efficiently. At the center of this is Iris, Sun Life's virtual AI agent, which helps Employees get answers faster, reducing friction and freeing up time to focus on work that requires human judgment, creativity and expertise.

Those new ways of working are also helping drive innovation for advisors and Clients. Our people are helping shape and scale AI solutions that solve real business challenges and enhance the experiences of advisors, Clients and Employees. One example is Sun Life's GenAI Notes Assistant, developed to reduce administrative work for advisors. Advisors report saving 15–30 minutes per Client meeting, creating more time for meaningful conversations, personalized advice and stronger Client relationships.

“GenAI is a powerful way to improve productivity,” Helena adds. “It gives our people more time to focus on meaningful work and make a bigger impact.”

Building confidence and capability

As AI becomes part of everyday work, success depends on more than access to tools. It depends on confidence and capability.

At Sun Life, we are investing in our people through learning, upskilling, and access to practical GenAI tools and resources. This ensures Employees can adopt AI in ways that are responsible, effective, and aligned with how work gets done.

By involving our people directly in how AI is applied, we’re helping embed it into the flow of work, not as a separate initiative, but as a natural extension of how teams operate.

This human-centred approach ensures AI becomes a catalyst for smarter processes, stronger teams, and meaningful transformation, while building the confidence needed to sustain change over time.

Responsible by design

Trust is foundational to how we approach AI.

We embed human oversight, transparency, and accountability into how AI is developed and used – ensuring that technology supports decisions but does not replace them.

Keeping people accountable for outcomes reinforces trust, both internally and with our Clients, and ensures that innovation scales responsibly. 

Delivering better outcomes for Clients

Ultimately, our approach to AI is grounded in impact and human expertise.

By reducing administrative burden and enhancing access to insights, AI helps our people focus more on what matters most, supporting Clients, understanding their needs, and delivering meaningful outcomes.

The result is technology that works quietly in the background, making experiences simpler, faster, and more responsive while ensuring that human connection, judgment, and trust remain at the centre. 

A future shaped by trust

AI continues to evolve rapidly. But long-term value won’t come from adoption alone – it will come from how thoughtfully it’s applied.

At Sun Life, that guidance starts with our Purpose of helping Clients achieve lifetime financial security and live healthier lives. We are not adopting AI to become less human. We are adopting it to deliver on this Purpose more effectively. 

“AI will continue to evolve, but our focus stays the same: putting people at the centre. When we use it to empower our Employees, build trust, and ultimately strengthen how we serve Clients, that’s when it truly delivers on its potential,” shared Helena.