Our Wired World

TIAA Launches Alexa and Chatbot Capabilities

Digital tools drive accessibility and convenience for individuals

February 13, 2019 09:30 AM Eastern Standard Time — NEW YORK–(BUSINESS WIRE)–TIAA announced today the launch of new capabilities on Amazon Alexa, a leading digital assistant for devices ranging from the Echo Dot and Echo Show to smart phones, displays and speakers. For TIAA customers, Alexa can provide information about when clients will receive 2018 tax statements like W-2s and 1099s. Users can also ask Alexa for a stock market quote, where to find the closest TIAA advisor or even play a TIAA trivia game. Future features are slated to include personalized account information, daily market briefings and information about TIAA Bank accounts.

On its website, TIAA also offers customers both a live chat function and a chatbot “TIAA Virtual Assistant” that can answer customer questions in real-time, providing the information they need to make financial decisions with confidence. Through the TIAA Virtual Assistant, which is available to all customers, users can ask questions and receive answers specific to their accounts for approximately 400 of the most commonly asked questions related to transfers, cash withdrawals, and loans. The TIAA Virtual Assistant has supported over 35,000 customer interactions and answered more than 104,000 questions since its initial launch in October 2017.

The TIAA Virtual Assistant also offers:

  • Useful content including financial education resources, helpful tips and suggestions as customers navigate through the site.
  • The option to connect to a TIAA representative via “live chat” or opt to be directly connected to an individual Consultant via “Request a Call”. During normal business hours, customers receive a call back in 1-2 minutes.
  • TIAA representatives immediate access to customers’ chat history to understand context of the Virtual Assistance in order to better support the customer and continue the conversation.

“TIAA is committed to helping people build financial well-being. Digital tools can help them engage with their financial future and create positive financial behaviors,” said Scott Blandford, TIAA’s chief digital officer. “We understand that individuals are looking to check in on their financial lives while they’re ‘on-the-go’ and at moments that are most convenient to them. By extending our reach through new technologies and new customer services features, we’re looking to integrate their financial lives into their daily lives by meeting individuals on the devices that they’re already using regularly.”

Ready to start your own conversation with Alexa? Enable TIAA’s Alexa skill.

All Virtual Assistant capabilities are available on www.TIAA.org once an individual logs in with their security details.

 

 

About TIAA
With an award-winning1 track record for consistent investment performance, TIAA (TIAA.org) is the leading provider of financial services in the academic, research, medical, cultural and government fields. TIAA has nearly $1 trillion in assets under management (as of 12/31/20182) and offers a wide range of financial solutions, including investing, banking, advice and education, and retirement services.
1 The Lipper Large Fund Award is given to the group with the lowest average decile ranking of three years’ Consistent Return for eligible funds over the three-year period ended 11/30/12 (36 fund companies), 11/30/13 (48), 11/30/14 (48), 11/30/15 (37), 11/30/16 (34) and 11/30/17 (34) with at least five equity, five bond, or three mixed-asset portfolios. Note this award pertains to mutual funds within the TIAA-CREF group of mutual funds; other funds distributed by Nuveen Securities were not included. From Thomson Reuters Lipper Awards, © 2018 Thomson Reuters. All rights reserved. Used by permission and protected by the Copyright Laws of the United States. The printing, copying, redistribution, or retransmission of this Content without express written permission is prohibited. Past performance does not guarantee future results. Certain funds have fee waivers in effect. Without such waivers ratings could be lower. For current performance, rankings and prospectuses, please visit the Research and Performance section on TIAA.org. Securities offered through Nuveen, LLC, and TIAA-CREF Individual & Institutional Services, LLC, members FINRA and SIPC.
2 Based on $970 billion of assets under management across Nuveen Investments affiliates and TIAA investment management teams as of 12/31/18.