Joy Agwunobi
Cornerstone Insurance Plc, one of Nigeria’s leading and most trusted insurance underwriters, has unveiled Cici, an Artificial Intelligence-powered virtual assistant designed to redefine customer engagement and streamline service delivery.
The innovation, officially launched in Lagos, is part of the company’s broader strategy to enhance customer experience through cutting-edge technology. According to Cornerstone, Cici is available 24/7 via WhatsApp, enabling customers to access instant, accurate, and personalised insurance assistance anytime and anywhere.
According to the company, Cici is a smart, scalable, and highly responsive solution, built on generative Artificial Intelligence with advanced natural language capabilities to deliver speed, accuracy, affordability, and improved customer satisfaction.
The virtual assistant is designed to answer inquiries on insurance products, facilitate insurance purchases, assist with claims guidance, provide policy and premium details, offer real-time policy lookups and fraud detection, support multilingual and omnichannel communication, and integrate seamlessly with internal systems such as Customer Relationship Management (CRM) platforms.
For complex queries, Cici delivers human-like, conversational interactions, allowing customers to communicate naturally—whether via WhatsApp or other connected platforms—at any time.
Beyond direct customer benefits, Cornerstone highlighted that Cici will boost operational efficiency by reducing call centre load, improve scalability for new products and regulations, ensure compliance through verified content, and lower operational costs by automating repetitive queries.
Commenting on the launch, Stephen Alangbo, managing director/CEO of Cornerstone Insurance Plc, said, “The evolution of our chatbot from a static knowledge base to a Generative AI-powered solution reflects our commitment to redefining customer engagement in the insurance industry. With Cici, we have moved beyond pre-set answers to deliver intelligent, context-aware conversations that are fast, accurate, and personalised. This transformation not only enhances the customer experience but also improves operational efficiency, scalability, and compliance. At Cornerstone Insurance Plc, we see technology like Cici as a vital partner in making insurance simpler, smarter, and more accessible for everyone.”
Reaffirming its dedication to innovation and customer satisfaction, “We are committed to our core values of integrity, empathy, professionalism, innovation, and team spirit. Our mission remains delivering value beyond expectations through need-based products and quality service,” the company stated.
With the launch of Cici, Cornerstone Insurance positions itself at the forefront of AI adoption in Nigeria’s insurance sector, setting a new benchmark for real-time, technology-driven customer engagement.
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