TIAA Modernizes Recordkeeping Infrastructure to Scale AI Capabilities

TIAA modernized its 108-year-old recordkeeping infrastructure to eliminate legacy IT silos and enable the scaling of artificial intelligence. The company rebuilt its digital foundation and redesigned workflows, which reduced the time required for plan sponsors to change employee investment options from weeks to days.

As part of this digital transformation, the company deployed GAIT, a generative and agentic platform. The platform has seen an 85% daily adoption rate among employees. These infrastructure changes also contributed to a 13% increase in digital engagement among participants.

TIAA designed the initiative to use AI to augment staff during high-stakes interactions rather than replacing human oversight. The company noted that this approach is particularly necessary in regulated industries where trust and compliance remain critical.