One industry giant is growing its support of artificial intelligence (AI) technology.
This week, TIAA announced the launch of its TIAA gAIt, a proprietary Generative AI platform that leverages technology and language models to better service its clients.
“We’re embracing AI as a tool to open a new world of possibilities to delight our clients and strengthen our operations as part of our mission to fight the American retirement crisis,” said Sastry Durvasula, chief information and client services officer at TIAA. “We at TIAA are harnessing AI, including Generative AI, to drive innovation in our product and service offerings and equip our employees with more relevant and robust information to help our clients.”
To date, TIAA gAIt has:
- Helped TIAA associates more quickly and insightfully answer client questions.
- Given clients a better, simpler search experience with answers to complex questions on tiaa.org.
- Created content that digests complex topics and translates into simpler terms.
- Allowed Nuveen Asset Management to easily research and analyze large amounts of public research materials.
- Raised associate awareness in cyber security through AI-powered phishing and learning programs.
The company first integrated AI in its systems in 2022, starting with a strategic partnership with Google Cloud’s Contact Center AI (CCAI) to enhance how the company provide services to millions of participants. Since then, TIAA has leveraged the partnership to further enhance the client experience, improve analysis and optimize self-service for more effective and personalized interactions with the National Contact Center (NCC).
To ensure the best use of AI and GenAI solutions and given prior concerns of cyber risk associated with the technology, TIAA developed a Responsible AI Policy that provides a foundation for TIAA gAIt and AI use within the company.
TIAA has also worked towards upskilling and reskilling its associates who want to deepen their knowledge of the technology. The company recently launched its “Achieve in AI” platform, which includes programs geared to women associates through their Business Resources Group (BRG).