Cornerstone Insurance Insight: Using AI to improve customer service

Cornerstone Insurance Plc is strengthening its digital customer service with Cici, its Artificial Intelligence (AI)-powered virtual assistant designed to provide round-the-clock support and make insurance services more accessible to customers across Nigeria.

The digital assistant enables customers to obtain instant responses to insurance-related enquiries through WhatsApp on 0808 513 9857, offering convenient access to information and support without being restricted by conventional customer service hours.

Powered by generative AI and advanced natural language processing capabilities, Cici facilitates interactive conversations, allowing users to seek information about insurance products, receive guidance on purchasing policies, obtain claims assistance, and access relevant policy and premium details.

The platform also connects with the company’s internal systems and Customer Relationship Management (CRM) tools, allowing it to retrieve policy information in real time. Its continuous learning capabilities are designed to improve the accuracy and relevance of responses as customers interact with the assistant.

According to Cornerstone Insurance, the deployment of Cici is helping to streamline customer service operations by automating routine enquiries, reducing pressure on customer service centres and improving response times.

The company said the technology also offers operational benefits, including greater scalability, cost optimisation and improved compliance through the provision of verified responses.

The Managing Director/Chief Executive Officer, Stephen Alangbo, said the AI-powered assistant reflects the company’s commitment to using technology to enhance customer experience and make insurance services more accessible, responsive and convenient.

Cornerstone Insurance noted that digital solutions such as Cici demonstrate the potential of technological innovation to simplify insurance processes, improve service delivery and deepen relationships with customers as the financial services industry continues to evolve.

For more information, visit any Cornerstone Insurance branch, call 0708 621 6957, or visit www.cornerstone.com.ng.