TIAA Launches Alexa and Chatbot Capabilities

Digital tools drive accessibility and convenience for individuals

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.

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Contacts

Press
Lauren Post
888-200-4062
media@tiaa.org

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