TIAA modernizes the customer journey with AI

“We are now for the first time giving our customer service reps a subway map so they can see where a customer is in a journey and may have questions,” he says, noting that retirement planning requires many steps and TIAA could not locate a commercial offering that would give its customers access to all the data they need to develop a plan.

To make that possible, JSOC reaches into the company’s cloud infrastructure to access data using a range of technologies, including AWS Gateway, Aurora, OpenShift, Secrets Manager, Athena, and Kafka, to name a few.

TIAA has also equipped JSOC with AI operations (AIOps) functionality to “proactively understand what is happening with anomaly detection, incident response management, root cause analysis, and predictive analytics of different customer journeys,” Durvasula says.

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AndyC

Andy Curtis is an award-winning security consultant, researcher and public speaker. He has been working in the computer security industry since the early 1990s, having been employed by state and federal government, leading healthcare and banking providers across three continents. He has given talks about computer security for some of the world’s largest companies, worked with law enforcement agencies on investigations into hacking groups, and is a regular voice on TV and radio explaining IT security threats.

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