“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.
