MassMutual Artificial Intelligence Applications and Efficiency Data

Massachusetts Mutual Life Insurance Company (MassMutual) has increased employee productivity through generative and agentic artificial intelligence tools implemented within the company, focusing on two main use cases.

Massachusetts Mutual Life Insurance Company (MassMutual) announced that broad-based generative artificial intelligence productivity tools across the company were used by 51 percent of employees, resulting in an estimated 237,000 hours saved in 2025. The company is particularly focused on two core internal use cases within this scope.

The first use case involves a generative artificial intelligence assistant developed for customer service teams to answer complex policy questions. This assistant enabled employees to quickly access past and current contract terms, reducing response times by 10 percent and decreasing call center inquiries from financial advisors by approximately 5 percent.

The second use case features a machine learning model developed to automate life insurance underwriting processes. Using past applications, biophysical measurements, and lab results to generate a life score between 0 and 100, this model supports automated decisions for eligible applications while routing exceptional cases to human underwriters.