Sun Life Financial has been recognized as a 2025 CIO Awards Canada winner for “Iris,” its internally developed virtual service desk assistant that uses generative and Agentic AI to automate and improve IT support for employees.
The award, which honors Canadian organizations leveraging technology for measurable business value, marks Sun Life’s second consecutive year on the list.
Iris was designed to handle routine IT requests, including password resets, software access and ticket status updates, delivering instant, conversational responses through a secure platform integrated into Sun Life’s existing systems and workflows.
Since its launch, Iris has resolved more than 80% of employee queries in under two minutes, including over 9,000 password resets, with an 82% success rate. The company reported that the tool has reduced average service desk resolution times by 83%, generating projected annual savings of more than 24,000 hours for employees and service desk agents combined.
“Iris combines the power of GenAI and Agentic AI with practical application – delivering real-time value for our employees while creating a blueprint for how we can apply GenAI to deliver enhanced productivity at scale across Sun Life globally and for our clients,” said Laura Money, executive vice-president, chief information and technology innovation officer.
Beyond internal efficiencies, Sun Life views Iris as a stepping stone toward broader client-facing AI capabilities. Plans are underway to adapt similar AI systems for global contact centers, enabling faster, more personalized service and expanding the company’s digital engagement model.
The recognition comes as Sun Life navigated a softer financial performance in 2024. Net income for the fourth quarter was $237 million, down 68% from the same period in 2023, while full-year net income declined 1% to $3.05 billion.
CEO Kevin Strain cited market conditions, an impairment in its Vietnam operations, and adverse claims experience in US medical stop-loss as key factors.
