Titan Company Harnesses AI to Boost Efficiency and Customer Experience
Tirupati, April 12, 2024 - Titan Company, known for its extensive range of watches, jewelry, and lifestyle products, is leveraging the power of artificial intelligence (AI) and generative AI (GenAI) to streamline its operations and enhance customer interactions. The company, which started as a watch manufacturer 40 years ago, has now integrated AI across various facets of its business to ensure quality and efficiency.
Krishnan Venkateswaran, Chief Digital and Information Officer at Titan, explained to the Alayaran.com that AI technologies are being used to revolutionize quality control in watch manufacturing. "By training neural networks on thousands of images, we've developed an AI-powered system that can verify watch times in fractions of a second, accurately identifying any faulty watches," he stated. This system marks incorrect watches with a red circle, allowing operators to quickly identify and address issues, thus enhancing both quality and production speed.
Beyond manufacturing, Titan is employing AI to improve customer experiences on its digital platforms. The company's websites now feature intelligent systems that analyze customer interactions to display relevant products. "Our systems can judge customer preferences and show them products with increasing accuracy," Venkateswaran added.
In marketing, Titan uses predictive AI and GenAI to tailor campaigns for different customer segments. "We can now merge advanced customer segmentation with GenAI messaging, crafting personalized narratives and visuals that boost engagement and click-through rates," said Venkateswaran.
The eyecare division at Titan also benefits from vision AI technology. Customers can use an app to check if their spectacles are correctly aligned by taking a selfie, which the AI analyzes. If misalignment is detected, the app suggests scheduling a visit for adjustment.
Further enhancing customer service, Titan has introduced multilingual and conversational bots on its jewelry website, capable of understanding customer needs and suggesting products within budget constraints. Additionally, service bots are being developed to handle customer issues autonomously, currently assisting contact center employees but with plans to directly engage with customers in the future.
Internally, AI bots are aiding employees with routine tasks, boosting operational efficiency. While specific details were not disclosed, Venkateswaran hinted at several upcoming innovative projects aimed at further enhancing manufacturing efficiency.
Titan's strategic use of AI not only underscores its commitment to innovation but also positions it as a leader in using technology to enhance both product quality and customer satisfaction across its diverse product lines.