TIAA Teams Up with Google Cloud to Enhance Client Services with Artificial Intelligence Technology

TIAA has teamed up with Google Cloud to leverage its artificial intelligence (AI) technologies to enhance the client experience, optimize self-service, and improve analysis for more effective interactions in its National Contact Center (NCC). As part of daily operations and support services, consultants at the NCC field phone calls, emails, and live chats to execute transaction requests from retirement plan participants and provide financial guidance to clients, prospects and new entrants. In 2021, the NCC assisted clients in the management of their accounts through 4 million interactions. Through TIAA’s work with Google Cloud, the NCC will speed up servicing and improve the overall accuracy of responses. 

“The National Contact Center plays a critical role in service to our clients,” said Sastry Durvasula, chief information & client services officer at TIAA. “We are evolving our technology to deliver personalized service our clients have come to expect from TIAA. Teaming up with Google Cloud to bring artificial intelligence insights will help us advance our capabilities in delighting our clients.”

TIAA will use Google Cloud’s Contact Center AIOpens in a new window (CCAI) solution to improve the contact center experience. CCAI enables virtual agents to converse naturally with clients, and assist consultants with triaging problems quickly and efficiently. AI helps field routine questions, which in turn help consultants focus on solving more complex problems, and ensure a quick and positive service resolution for clients. 

The project will launch in five phases from August through the end of 2022. The use of advanced natural language processing technology and AI will expand the way participants can interact with TIAA client services. The initial phases of the partnership will provide insights on call context, effective and efficient routing, and call customization for clients.

Leveraging emerging technologies like AI is part of TIAA’s mission to work smarter, better, and faster. AI will help provide insights to the client experience, develop and deliver a curated call center experience, and ensure clients are connected to the expertise and knowledge they seek. 

“Clients are increasingly turning to their retirement providers as trusted partners that can help solve their problems in a fast, efficient, and helpful way,” said Nigel Walsh, managing director, insurance North America sales, Google Cloud. “We look forward to working with TIAA to provide leading AI technology that helps create personal experiences for customers that are effective and efficient, and ultimately drive greater lifetime value.” 

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