Heirs Insurance Group has launched Prince AI, a multilingual generative AI assistant that allows customers to ask questions, purchase and renew policies, initiate claims and track existing claims through WhatsApp, its mobile app and website.

The system supports several languages, including English, Yoruba, Igbo and Hausa, while customers can still access human representatives when they need personalised assistance. 

The bigger business lesson is not simply that an insurance company is using artificial intelligence. It is that customers increasingly expect businesses to respond when they need help.

A customer who sends a message today does not always want to wait until tomorrow before receiving an answer.

For many businesses, this creates a serious operational problem. Customer enquiries arrive through WhatsApp, phone calls, social media and websites.

Employees may be handling several conversations at once, while also processing orders, responding to existing customers and following up with potential buyers. Important enquiries can easily get buried.

Every unanswered enquiry can represent more than an inconvenience. It can mean a customer choosing another business, a lead going cold or an existing customer becoming frustrated.

Businesses sometimes spend heavily to attract customers and then lose them because the follow up process is too slow.

The solution does not mean replacing every employee with AI. It means identifying the routine tasks that consume employees’ time and finding better ways to handle them.

Common questions, appointment reminders, lead capture, basic enquiries and follow ups can often be automated while more complex situations are transferred to a human representative.

This is where businesses can begin using AI more practically. Auxi Sherpa⁠ provides AI business automation that can support customer enquiries, lead management, follow ups and routine communication, allowing businesses to respond more consistently without putting every interaction on the shoulders of one employee.

The real advantage is not simply having an AI assistant. It is building a customer service system that works even when the business is busy. A company that responds quickly, remembers customer requests and follows up consistently has a better chance of turning enquiries into actual business.

Heirs Insurance has shown that AI customer service is becoming more practical in Nigeria.

The question for other businesses is no longer whether customers need faster responses. It is whether their current systems are capable of providing them.

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