Cornerstone Insurance To Improve Customer Experience With ‘CICI’ AI Chatbot

Cornerstone Insurance Plc has launched CICI, a generative AI-powered virtual assistant engineered to deliver smarter, faster, and more human-like interactions for customers and internal staff.

This is just as the firm signals its strategic push toward next-generation automation and intelligent service delivery through a revolutionary generative AI assistant that promises round-the-clock service, faster claims, and real-time fraud detection.

Speaking at the event, the managing director/CEO, Stephen Alangbo, described the shift as a significant leap forward in redefining engagement within the insurance sector.

“The evolution of our chatbot from a static knowledge base to a generative AI-powered solution reflects our commitment to redefining customer engagement. CICI, we have moved beyond pre-set answers to deliver intelligent, context-aware conversations that are fast, accurate, and personalised,” he said.

Also commenting, deputy chief technology officer, Oluwarotimi Adediji, contextualised the innovation as a response to legacy challenges that hampered responsiveness and adaptability.

“We are here because of our new AI catapult called CICI, while our earlier systems were functional but rigid. They had key questions with key answers. It’s rigorous. That limitation has been eliminated with CICI as it is smart and scalable,” he said.

However, he underscored the AI’s 24/7 availability across WhatsApp Messenger, as the foundation is rooted in proprietary company data.

He said, ‘It’s always on. Any day, anytime, anywhere, the only condition is the internet,’ adding that, ‘whether a customer is inquiring about a product or needs help resolving an issue, they receive accurate, context-specific answers.’

The AI assistant also extends its functionality to internal operations, using a real-life example of how field marketers benefit from the tool.

He explained how CICI has become a digital team member, for instance, through consistent response as the bot is readily available to respond to as many people as want to interact with it.

While the standout feature of CICI is its machine learning loop, which enables the assistant to improve with every customer interaction, he added that, “we train it with our internal data and monitor to ensure it doesn’t give out wrong information,

“If the AI hits a roadblock, customers are seamlessly transitioned to a live agent. The good thing about AI is that it keeps learning and improving with every interaction.”

A live demo showed CICI handling tasks from KYC verification to real-time policy issuance.

He said this innovation isn’t about cutting corners but scaling smartly. We want to scale up to two million customers without doubling our workforce. Generative AI chatbots like  CICI are the only way to do that effectively.

Also speaking at the event, Jafar Elamah, head of Digitisation and Projects, alludes that Cici is a tool built for accessibility and automation, noting that users can now navigate transactions independently, from motor insurance renewals to claim submissions.

“It’s more about you having more clicks than having to type some information. You don’t even need to call anyone, as I can have everything done until I get my Electronic Discharge Voucher,” he said.