By David Akinmola
Nigerian insurance consumers can now enjoy faster, smarter, and more convenient services following the launch of “Cici,” an artificial Intelligence powered virtual assistant by Cornerstone Insurance Plc.
The tool is designed to simplify insurance processes by providing instant responses assistance, and personalized guidance for policyholders and prospective customers in the country.
The innovation, which replaces the insurer’s previous chatbot, addresses limitations of the old system and introduces enhanced capabilities for seamless interaction with both customers and the workforce of the organization.
Speaking at the media briefing to unveil the new offering in Lagos, the Deputy Chief Technology Officer at Cornerstone Insurance, Oluwarotimi Adediji, explained the rationale for the upgrade. “We had good technology before, but it was restricted. Updating data manually was not where we wanted to be,” he said.
According to Adediji, CICI Al leverages advanced natural language processing to deliver quick, accurate, and always-available responses, significantly improving customer satisfaction.
He added that the chatbot offers human like conversations, enabling users to interact with it as naturally as they would on platforms like Whatsapp of Facebook.
Also the Head of Digitisation and Projects at Cornerstone Insurance, Jafar Elamah, described the chatbot as a “digital workforce” capable of managing multiple queries simultaneously far beyond the capacity of human agents.
He noted that CICI ensures round-the-clock availability wile automating repetitive tasks through robotic process automation.
“Every interaction is tracked at the back end to ensure accuracy and compliance,” Elamah stated, highlighting the system’s ability to maintain strict data security standards.
The Managing Director/Chief Executive Officer, Stephen Alangbo, stressed that the strategic value of the new technology. “With CICI, we have moved beyond pre-set answers to deliver intelligent, context aware conversations that are fast, accurate, and personalized,” he said.
Alangbo added the the introduction of CICI will not only transform the customer experience but also boost operational efficiency, scalability, and compliance. “We see technology like CICI as a vital partner in making insurance simpler, smarter, and more accessible for everyone,” he noted.
