MassMutual, MGB Achieve AI Production Results

MassMutual and Mass General Brigham have successfully transitioned AI pilot programs into production, overcoming common hurdles like ungoverned sprawl. MassMutual reported significant gains, including a 30% increase in developer productivity and drastically reduced IT help desk and customer service times. They achieved this by rigorously defining success metrics, establishing feedback loops, and maintaining flexibility with AI models. Mass General Brigham also shifted from a broad pilot approach to a more focused strategy, leveraging existing vendor platforms and embedding AI champions. Both organizations emphasize strong governance, safety measures, and ensuring AI systems augment, rather than replace, human decision-making, especially in critical areas like healthcare.