Cornerstone Insurance Plc has introduced a new Voicebot feature for its artificial intelligence-powered virtual assistant, CiCi, as part of efforts to make insurance services faster, easier and more convenient for customers.
The new feature allows customers to interact with CiCi using their voice instead of navigating through several menu options.
Customers can simply speak to the virtual assistant and receive instant assistance on selected insurance services.
The Voicebot uses Artificial Intelligence (AI), Natural Language Processing (NLP) and speech recognition technology to understand customers’ requests and respond in real time.
According to Cornerstone Insurance, the technology is designed to make customer interactions quicker and easier while improving access to information and support.
Speaking on the development, the Head of Digitisation and Projects at Cornerstone Insurance Plc, Jafar Elamah, said the company was looking for new ways to make insurance more accessible to customers.
“At Cornerstone Insurance, we are constantly looking for innovative ways to make insurance simpler and more accessible for our customers,” Elamah said.
He said the introduction of the Voicebot is part of the company’s wider digital transformation programme.
“It is another step in our digital transformation journey, enabling us to deliver faster responses, greater convenience and an enhanced customer experience,” he added.
The Voicebot currently supports selected customer services, including onboarding for investment-linked products and guidance on motor insurance claims.
Customers can also obtain product information, begin selected onboarding processes and receive claims support through voice interactions.
Unlike traditional customer service systems that require users to follow lengthy menu prompts, CiCi’s Voicebot is designed to understand natural conversations and respond accordingly.
Cornerstone Insurance said the technology is expected to improve response times for selected product and claims enquiries and provide more consistent customer support through automation.
The company added that the new service will also make insurance services easier to access, particularly for customers who prefer speaking rather than navigating digital menus.
The launch forms part of Cornerstone Insurance’s broader digital transformation strategy, which focuses on using technology to improve service delivery and respond to changing customer needs.
The company said it plans to expand the Voicebot’s capabilities as customer adoption grows, with additional insurance products and customer service functions expected to be added.
The development further highlights the growing use of artificial intelligence and digital technology by insurance companies in Nigeria to improve customer service and make insurance products easier to access.