Artificial intelligence (AI) is already having a significant effect on businesses and organizations across a variety of industries, even as many businesses are still just kicking the tires on the technology.
Those that have fully adopted AI claim a 35% increase in innovation and a 33% increase in sustainability over the past three years, according to research firm IDC. Customer and employee retention has also been reported as improving by 32% after investing in AI.
AI skills appear to be most in demand now by employers, but those same skills might not be needed in the future as the technology evolves into self-learning platforms based on generative AI that can automate even more tasks. (Job listing site Upwork has seen 450% growth in weekly job posts related to generative AI.)
AI-centric roles gaining steam include prompt engineers, AI content creators, machine learning and deep learning engineers, data scientists, AI chatbot developers, and professionals with model tuning and AI model integration expertise.
TIAA (Teachers Insurance and Annuity Association of America) is a financial services organization with more than five million members, $1 trillion in combined assets under management, and holdings in more than 50 countries.
Founded by Andrew Carnegie in 1918, the company has had to keep pace with technology over the past century to survive; the most recent advances in AI are no different; TIAA has embraced the technology for a myriad of business purposes. Among other tasks, AI at TIAA has been applied to client services, fraud prevention and cyber protection, and the use of natural language processing of phone calls to determine client intent in real-time.
Sastry Durvasula, the chief information and client services officer at TIAA, has been a strong advocate for deploying AI to create businesses efficiencies, boost data analytics capabilities, scale the delivery of services to clients, and to safeguard customer and enterprise data. The company is also in a strategic partnership with Google AI to deploy a Client Services AI platform that’s expected to eliminate almost a third of its call center’s operating budget over a five-year period.
Durvasula has a background in data analytics, AI, cyber security, digital innovation, and global financial services, and served as CIO at American Express for seven years before joining TIAA two years ago. He is also a passionate advocate for diversity and sustainability initiatives.
Sastry Durvasula
Sastry Durvasula, the chief information & client services officer at TIAA
Computerworld asked Durvasula about how his company uses AI, what skills it wants in current and future employees, and how it’s training them through upskilling and reskilling. The following are excerpts of those answers:
What kinds of AI-related skills are you looking for at TIAA and for what purposes? “Data and AI is one of the strategic pillars of our strategy to power client-obsessed products,…
2023-08-11 00:00:04
Source from www.computerworld.com rnrn