How to Scale GenAI: Enterprise Assistants & Governance

Jan 18, 2026

Generative AI (GenAI) is no longer a futuristic concept; it’s a tangible force reshaping industries, enabling innovation, and driving operational efficiency in enterprises worldwide. In a recent conversation between Jason Sturgis of Denotto and Chris Goodale, VP of Enterprise Data and Analytics Enablement at Sun Life, the discussion delved into how Sun Life is leveraging GenAI technologies to transform internal operations, deliver exceptional customer value, and set the stage for long-term scalability. From rapid implementation of AI assistants to sophisticated data governance practices, Sun Life’s experience offers actionable insights for business leaders looking to scale AI in their organizations.

Transforming Operations Through Generative AI

One of Sun Life’s most notable achievements is its proactive approach to implementing GenAI tools across various business functions. These tools are making measurable differences in efficiency and employee productivity, while also enhancing client experiences.

The Power of AI-Driven Employee Assistants

In 2023, Sun Life made a bold move by deploying its first internal GenAI-powered chatbot in just nine days. Trained on internal HR and operational guidelines, this chatbot quickly became a critical resource for employees seeking information and support. Building on that success, Sun Life launched a global employee assistant, "Sunlife Asks", later that year. Key highlights include:

Impressive Adoption: With over 3 million queries and 20,000 weekly visits, employees are leveraging the chatbot for tasks ranging from brainstorming and summarizing documents to goal-setting and coding.
Continuous Improvement: Sun Life has adopted an iterative development model, consistently adding new features to expand the tool’s functionality.

These tools have freed employees to focus on meaningful, high-value work, demonstrating how enterprise AI solutions can boost engagement and productivity across the organization.

Industry-Specific Applications of AI

In the insurance and financial services vertical, Sun Life has pioneered innovative AI applications:

Advisor Support Tools: AI tools help advisors summarize client meetings efficiently, reducing time spent on documentation and allowing for more client-focused interactions.
Underwriting Enhancements: Sun Life is exploring AI-driven automation to summarize lengthy physician statements, potentially revolutionizing underwriting processes.
Compliance and Actuarial Assistance: Custom chatbots are being developed to support compliance and actuarial teams with tailored insights and automated processes.

These use cases are not just operational upgrades - they highlight how AI can transform client interactions and streamline traditionally time-intensive processes, creating value for both employees and customers.

Building a Foundation for AI Success: Data Governance and Architecture

As enterprises embrace AI, they face the dual challenge of scaling these technologies while ensuring robust data governance. Chris Goodale emphasized Sun Life’s comprehensive approach to data management as a key enabler for AI success.

Balancing Centralized and Decentralized Data Architectures

One of the most significant debates in enterprise data strategy is whether to adopt a centralized or decentralized data model. For Sun Life, the answer lies in striking a balance:

Centralized Capabilities: Foundational tools and standards are developed centrally to ensure consistency, efficiency, and scalability across the organization.
Decentralized Flexibility: Business units retain the agility to tailor solutions to local markets and specific client needs, fostering relevance and responsiveness.

This hybrid approach enables Sun Life to maintain economies of scale while empowering localized innovation - an optimal solution for global enterprises.

Emphasizing Proactive Data Governance

Sun Life’s proactive stance on data governance is rooted in both regulatory compliance and strategic foresight:

Regulatory Commitment: Sun Life aligns with Canada’s OSFI E-21 guideline to ensure operational resilience and data risk management.
Strategic Investment: Beyond compliance, Sun Life prioritizes data quality, hygiene, and governance as foundational pillars for emerging technologies like GenAI.

By building a robust data infrastructure and adopting best practices, Sun Life positions itself to navigate an evolving regulatory landscape and seize opportunities in an increasingly data-driven world.

Creating Business Value Through Innovation

A standout example of Sun Life’s innovation is its self-service group benefits plan sponsor dashboard. This tool exemplifies how data and technology can drive tangible results:

Client Empowerment: The dashboard provides plan sponsors with on-demand insights into their benefits programs, enabling data-driven decision-making.
Enhanced Collaboration: By transforming raw data into actionable intelligence, Sun Life helps clients optimize their plans to support healthier lives.
Win-Win Outcomes: Clients benefit from more efficient programs, while Sun Life strengthens its client relationships and market position.

This project underscores the transformative potential of aligning data capabilities with business objectives to create real-world impact.

Key Takeaways

Sun Life’s journey in scaling GenAI offers a blueprint for enterprises seeking to harness the power of AI. Key lessons include:

Start Small, Scale Quickly: Deploying a functional AI tool in nine days demonstrates the value of rapid prototyping and iterative improvement.
Focus on Employee Enablement: GenAI tools should empower employees to focus on meaningful work, boosting morale and productivity.
Invest in Data Governance: High-quality, well-governed data is the foundation for successful AI implementations.
Adopt a Balanced Architecture: A hybrid model of centralized capabilities and decentralized flexibility can maximize both efficiency and relevance.
Tailor AI to Industry Needs: Sector-specific applications, such as underwriting automation, can unlock transformative value.
Prioritize Collaboration: Engaging cross-functional teams ensures that AI solutions align with strategic goals and deliver measurable results.

Conclusion

Sun Life’s innovative use of GenAI technology and its focus on robust data governance illustrate that scaling AI is both an art and a science. By balancing speed with strategic foresight, enterprises can unlock the full potential of GenAI to drive efficiency, enhance client relationships, and position themselves for long-term success in a competitive, rapidly evolving landscape.

For business leaders and decision-makers, the Sun Life case study is a compelling reminder of AI’s transformative power - when implemented with clarity, purpose, and a focus on creating meaningful value for all stakeholders.

Source: "How Sun Life Turned Early GenAI Experiments Into Fast, Enterprise-Wide Value" - CDO Magazine, YouTube, Dec 17, 2025 - https://www.youtube.com/watch?v=bKc4WYIAa5k