Titan Company, a prominent player in India’s watchmaking and retail industry, is harnessing the power of artificial intelligence (AI) and generative AI (GenAI) to streamline operations, enhance product quality, and offer a more personalised customer experience. With AI now embedded across various facets of its business, Titan has taken significant strides in modernising both its manufacturing processes and retail strategies.
In its watch manufacturing division, Titan has developed an AI-driven quality control system that identifies faulty watches in mere fractions of a second. The system, which uses neural networks trained on thousands of images, helps operators quickly pinpoint defective units by highlighting them in red. This not only ensures that each watch meets the company’s stringent quality standards but also significantly speeds up the production process. Krishnan Venkateswaran, Titan’s Chief Digital and Information Officer, emphasised that this innovation boosts both quality and operational efficiency, delivering high-quality products at a faster pace. Titan has also made strides in improving the customer experience on its digital platforms, integrating AI to offer a personalised shopping journey. By analysing customer interactions, Titan’s websites can dynamically showcase products that align with a customer’s preferences, increasing engagement and driving higher conversion rates. “We are able to tailor messages and product recommendations based on deep insights into customer propensities, leading to more accurate product suggestions,” Venkateswaran noted.
The company has also embraced predictive AI and GenAI in its marketing campaigns. By leveraging advanced customer segmentation, Titan creates targeted content that resonates with different consumer personas, resulting in better engagement and improved click-through rates. Additionally, Titan’s eyecare segment utilises vision AI to ensure the correct alignment of spectacles, enhancing the customer experience and reducing potential issues post-purchase. In customer service, Titan has deployed multilingual and conversational bots on its jewellery website, which can understand user intent, help with budget constraints, and suggest products accordingly. These bots are also helping Titan’s contact centre employees by suggesting responses based on historical data. As the system improves, Titan plans for AI to handle more complex service-related queries directly, ensuring quicker resolution times for customers.
Internally, Titan has introduced AI bots to assist employees with routine tasks, which enhances productivity and frees up human resources for more strategic work. This integration of AI at every level of operation reflects Titan’s commitment to innovation and operational excellence.
The use of AI and GenAI not only benefits Titan’s operational efficiency but also ties into broader sustainability goals. By improving precision in manufacturing, the company reduces waste and optimises resource use, contributing to a more sustainable production process. Moreover, the company’s AI-powered customer service solutions help cut down on operational inefficiencies, ensuring a better, faster experience for customers while reducing the carbon footprint of traditional retail practices. Titan’s adoption of AI across multiple domains signifies a shift towards a more sustainable, customer-focused business model. As the company continues to explore new AI-driven innovations, it is clear that the future of retail and manufacturing lies in leveraging cutting-edge technologies to enhance quality, efficiency, and customer satisfaction.
