Titan Company Harnesses AI for Enhanced Operations and Customer Engagement
Bangalore, India - Titan Company, known for its diverse portfolio that spans from watches to eyewear and jewelry, is significantly leveraging artificial intelligence (AI) and generative AI (GenAI) to streamline its operations and enhance customer experiences. This technological integration is particularly notable in the manufacturing sector where AI has been instrumental in quality control processes.
According to Krishnan Venkateswaran, Chief Digital and Information Officer at Titan, the company has developed an AI-powered system that conducts quality checks on analogue watches in mere fractions of a second. "This AI solution identifies faulty watches with high precision, marking them for immediate correction by operators, thus enhancing both the speed and quality of our production," Venkateswaran explained.
The AI application doesn't stop at manufacturing. Titan has also integrated AI into its digital platforms to personalize customer interactions. "Our websites now use AI to display products that are most relevant to each customer's browsing behavior, significantly improving the shopping experience," Venkateswaran added. This personalization extends to marketing, where predictive AI and GenAI are used to craft messages tailored to different customer segments, boosting engagement and click-through rates.
In the eyecare division, Titan employs vision AI technology to help customers ensure their glasses are correctly aligned. Users can take a selfie through an app, which then uses AI to analyze the alignment of the spectacles, advising adjustments or professional consultations when necessary.
Additionally, Titan has implemented multilingual conversational bots on its jewelry website. These bots understand customer needs, manage budget constraints, and recommend suitable products. The company is also developing service bots that will eventually handle customer service issues independently, currently functioning in a co-pilot mode to assist contact center employees.
Internally, Titan uses AI to automate routine tasks for employees, enhancing operational efficiency. "We are continually exploring innovative uses of AI to further our manufacturing capabilities," Venkateswaran mentioned, though he kept the specifics under wraps.
Titan's strategic use of AI not only positions the company at the forefront of technological adoption in the consumer goods sector but also sets a benchmark for how traditional industries can evolve with digital transformation. The company, which started as a watchmaker 40 years ago, continues to innovate, ensuring it stays relevant and competitive in a rapidly changing market landscape.