Cornerstone Insurance Plc, a leading insurance company in Nigeria, has unveiled an innovative AI-powered virtual assistant named Cici.
Oluwarotimi Adediji, Deputy Chief Technology Officer Cornerstone Insurance Plc at the unveiling ceremony in Lagos, said Cici was designed to enhance customer engagement, provides instant responses to insurance inquiries and improves the overall service experience for clients. He added that interaction with Cici, the AI Virtual Assistant Platform can be done through a WhatsApp number.
According to Adediji, Cici possesses capabilities such as; answering customer questions about insurance products; buy Insurance; assist with claims guidance; provides policy details and premium information and offers 24/7 customer interaction- context-aware and conversational intelligence real-time policy lookup.
Other capabilities he stated are claims assistance; fraud detection; continuous learning from user interactions- Integration with internal systems; multilingual and omnichannel support.
Stephen Alangbo, Managing Director/CEO, Cornerstone Insurance Plc, on his part said the evolution of their chatbot from a static knowledge base to a Generative AI-powered solution reflects their commitment to redefining customer engagement in the insurance industry.
Jafar Elamah, Head, Digitisation and Projects Cornerstone Insurance Plc while speaking on the benefits Cici would bring to the company noted that it would improve customer experience; delivers fast, accurate and personalised answers to policyholders and prospects.
Elamah maintained that it would also bring about operational efficiency; reduces call center load and improves first-contact resolution rates. He added that there would be scalability which would amount to easy expansion to cover new products, services, or regulatory updates.
He added, “It would ensure responses are based only on verified content. Cost optimisation; automates repetitive queries, reducing support costs and agent workload. The objective is to make insurance more accessible, responsive, and customer-focused.”
Cordelia Ekeocha, The Group Head Marketing & Corporate Communications Cornerstone Insurance Plc said the AI-powered solution would be expanded to provide services through the three major languages in Nigeria – Hausa, Yoruba, and Igbo.
She urged the public to leverage the platform in accessing their insurance needs.
