Sun Life's Iris agent cuts internal service-desk resolution time by 83%
Sun Life · Toronto, ON · Insurance & Financial Services · Roles: IT & Operations
What was done
Sun Life built Iris, an internal virtual agent plugged into its service-desk workflows and knowledge base, to answer routine employee requests such as password resets, software requests and ticket status checks without a human.
Outcome
Sun Life reports an 83% cut in average resolution time, over 80% of questions answered in under two minutes, 9,000+ password resets in a year (82% success rate) and a projection of 24,000+ hours saved per year. It won a 2025 CIO Awards Canada honour.
Evidence: Company-reported. Figures are as reported by the source and have not been independently audited by AgentsNorth.
Agents & tools used
Iris (in-house GenAI/agentic assistant)
Prompt Reconstructed by AgentsNorth
The source didn't publish its prompt. This is our reconstruction of a starting prompt for a similar workflow, not the company's actual prompt.
You are an internal IT service-desk agent. Using only the attached knowledge base and the ticketing API, resolve the employee's request (password reset, software request, ticket status). Verify identity before any account action. If the request is outside scope or you are unsure, open a ticket and hand off to a human with a one-paragraph summary.
Source
Sun Life Stories · published 2025-08-12 · link checked 2026-10-15