Cornerstone Insurance launches AI-powered CICI to elevate customer experience, expand reach
L–R: Cordelia Ekeocha, Group Head, Marketing & Corporate Communications; Jafar Elamah, Head, Digitisation and Projects; Esther Akunyi, E-Business Analyst; and Oluwarotimi Adediji, Deputy Chief Technology Officer, at the recently held Cornerstone Insurance Plc Media Parley in Lagos.
Abdullateef Fowewe
Cornerstone Insurance Plc has announced a significant technological advancement with the launch of CICI AI, a generative AI-powered chatbot designed to revolutionise its customer service and internal operations.
This latest innovation replaces the company’s legacy chatbot, addressing previous limitations and enhancing interaction with both external customers and internal staff.
Speaking at the press briefing that was held on Thursday at Cornerstone Insurance in 21 Water Corporation Drive, Victoria Island, Oluwarotimi Adediji, Deputy Chief Technology Officer at Cornerstone Insurance, highlighted the motivation behind the upgrade, stating, “We looked at it from different angles—We had good technology, but it was restricted. Manual input of new source of data, which is not where we want to be.”
He explained that CICI AI leverages advanced natural language processing to provide speedy, accurate, and available support, thereby significantly improving customer satisfaction.
Adediji emphasised that the chatbot offers “human-like interaction,” enabling users to communicate with CICI as if they were messaging a friend on WhatsApp or Facebook.
Jafar Elamah, Head of Digitisation and Projects, elaborated on CICI’s dual role in serving both external and internal customers.
He noted, “The bot is readily available to respond to as much as so much as people want to interact with the bot,” underscoring the AI’s ability to handle multiple simultaneous queries—something human agents are unable to do.
Elamah also described the system as a “digital workforce,” explaining how it extends customer service beyond typical working hours and automates repetitive tasks through robotic process automation.
“Every single interaction with the customer, there’s always a back end where you can go back and evaluate to ensure the bot is not giving out information outside the organization,” he added.
The Managing Director/CEO of Cornerstone Insurance Plc, Stephen Alangbo, in his remark, reflected on the strategic impact of this technological evolution, saying, “With Cici, we have moved beyond pre-set answers to deliver intelligent, context-aware conversations that are fast, accurate, and personalised.
“This transformation not only enhances the customer experience but also improves operational efficiency, scalability, and compliance.”
He concluded by reaffirming the company’s vision saying, “We see technology like Cici as a vital partner in making insurance simpler, smarter, and more accessible for everyone.”
