Insurer Launches AI Chatbot to Enhance Customer Experience

Cornerstone Insurance has taken a bold step toward transforming customer engagement in Nigeria’s insurance sector with the launch of its newly upgraded AI-powered chatbot, CICI. The tool is built to simplify complex insurance processes by offering instant responses, personalized assistance, and real-time guidance to both policyholders and potential customers across the country.

This innovation replaces the insurer’s previous chatbot, which had certain limitations, and introduces advanced capabilities designed for smoother interactions. With CICI, Cornerstone Insurance aims to improve the experience not just for customers but also for its internal workforce by automating routine processes and ensuring faster query resolution.

Contact Center Technology Insights: TPx Launches UCx Contact Center to Elevate Engagement

During the official unveiling of the chatbot in Lagos, the Deputy Chief Technology Officer at Cornerstone Insurance, Oluwarotimi Adediji, highlighted the reasons behind the upgrade. “We had good technology before, but it was restricted. Updating data manually was not where we wanted to be,” he said. His remarks underscored the company’s commitment to leveraging cutting-edge technology to eliminate inefficiencies and deliver a more dynamic service.

According to Adediji, CICI utilizes advanced natural language processing (NLP), enabling it to provide quick, accurate, and always-available responses. This upgrade is expected to raise customer satisfaction levels significantly. He also pointed out that the chatbot mimics human-like conversations, allowing users to interact with it as naturally as they do on popular messaging platforms such as WhatsApp or Facebook.

Contact Center Technology Insights: TechSee Teams with BrightContact for Visual AI in Contact Centers

Adding to this, the Head of Digitisation and Projects, Jafar Elamah, referred to the chatbot as a “digital workforce” capable of handling multiple queries simultaneously—far beyond what human agents can manage. He emphasized that CICI offers 24/7 availability, supported by robotic process automation to streamline repetitive tasks. “Every interaction is tracked at the back end to ensure accuracy and compliance,” Elamah explained, reinforcing the solution’s robust data security and compliance features.

Managing Director and Chief Executive Officer, Stephen Alangbo, also shared the strategic significance of the new system. “With CICI, we have moved beyond pre-set answers to deliver intelligent, context-aware conversations that are fast, accurate, and personalised,” he said. Alangbo further noted that the chatbot would not only elevate the customer experience but also enhance operational efficiency, scalability, and compliance across the business. “We see technology like CICI as a vital partner in making insurance simpler, smarter, and more accessible for everyone,” he added.

Contact Center Technology Insights: CommunityWFM Launches New AI-Powered Forecasting Tool 

By launching CICI, Cornerstone Insurance demonstrates how digital transformation can reshape customer engagement in the insurance industry. The new tool reflects the company’s vision of combining innovation with efficiency, ensuring both clients and employees benefit from smarter, faster, and more secure interactions.

To join our expert panel discussions, reach out to sudipto@intentamplify.com