Cornerstone Insurance unveils Cici, an AI-powered chatbot to enhance customer support, streamline operations, and deliver smarter insurance services

Cornerstone Insurance Plc has launched Cici, an AI-powered chatbot designed to enhance customer service and operational efficiency across multiple digital platforms.

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The unveiling ceremony took place at the company’s headquarters in Lagos, where company executives highlighted the chatbot’s potential to streamline claims, assist with purchasing insurance products, and provide round-the-clock support to both customers and staff.

Speaking at the launch, Stephen Alangbo, Managing Director/CEO of Cornerstone Insurance Plc, emphasized that the chatbot represents a major leap forward in the firm’s digital transformation journey.

“The evolution of our chatbot from a static knowledge base to a generative AI-powered solution reflects our commitment to redefining customer engagement,” Alangbo said.

“With Cici, we’ve moved beyond pre-set answers to intelligent, context-aware conversations that are fast, accurate, and personalised.”

Alangbo noted that Cici would improve not just the customer experience, but also compliance, scalability, and overall operational performance.

Oluwarotimi Adediji, Deputy Chief Technology Officer, described Cici as being built on regenerative AI with advanced natural language processing, capable of handling complex customer queries with human-like interactions across platforms like WhatsApp and Facebook.

“Speed, accuracy, and 24/7 availability are what we aim for,” Adediji said. “Cici is smart and scalable—it adapts and learns, offering seamless engagement in real time.”

In addition to public-facing roles, Cici has also been trained to support internal staff by answering policy-related queries and aiding in workflow navigation.

Jafar Elamah, Head of Digitisation and Projects, highlighted this internal functionality:

“Cici doesn’t just help our external customers—it assists internal staff too. From responding to policy questions to handling repetitive administrative tasks, it’s built for productivity.”

He added that robotic process automation (RPA) capabilities are embedded into the system, enabling Cici to manage repetitive tasks and execute them in real time with high efficiency.

With this launch, Cornerstone Insurance Plc joins a growing number of forward-thinking insurers leveraging artificial intelligence to redefine how they interact with customers and run internal operations.

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Cici marks a bold step towards simplifying insurance, making it more accessible, intelligent, and responsive in today’s digital age.