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DevRev × Titan · Customer Care

Customer care that feels effortless — at Tanishq scale

A working conversation on where AI can lift experience, speed, and productivity across your care operations.

4 August 2026
Bengaluru

Your world

Every Tanishq customer touches many teams — they only see one brand

Boutiques, contact centre, and online each carry a piece of the journey. The customer expects it to feel like one.

Boutique & retail

Walk-in service, custom orders, exchanges and repairs — high-trust, high-value moments.

Contact centre

Calls, WhatsApp and email across a national customer base, in many languages.

Online & app

E-commerce orders, delivery, and post-purchase queries that expect instant answers.

Confidential · Your world

The friction

The experience breaks in the gaps between systems

Where enterprise care teams lose the most time and goodwill today.

Repeated context

Customers re-explain themselves at every handoff between channels and teams.

Agents in ten tabs

Reps stitch together CRM, order, and history data by hand — slow, error-prone, hard to scale.

No single view

Leadership can't see, in one place, where volume, delays and dissatisfaction build up.

Confidential · The friction

The idea

One place for care — with an AI agent working alongside your team

DevRev brings every customer conversation, order, and history together, and puts an AI teammate on top of it.

1

AI answers instantly

Routine questions — order status, policy, delivery — resolved automatically, 24×7, in the customer's language.

2

Agents get a co-pilot

Full context and a suggested reply on one screen. No tab-switching, faster resolution.

3

One customer view

Every channel — boutique, call, WhatsApp, web — in a single unified timeline.

4

Leaders see everything

Live view of volume, effort and satisfaction, so decisions are based on real signals.

Confidential · The idea

● THE PLATFORM

DevRev, at a glance

Customer Apps

Chat

Search

Portal

Voice

Desktop

Browser

Mobile

MCP

Internal Apps

Support

Build

Grow

Agent Studio

Build vertical agents for your business.

Foundational
Services

Search

Search across your tech stack.

Workflows

Automate your routine work.

Analytics

Act on insights across your data.

Connectors
Marketplace

Bi-directional data syncStructured & unstructured data

Salesforce

Zendesk

Jira

Confluence

GitHub

Datadog

Notion

SharePoint

G Suite

Wherever your team worksNear Real-time Sync

Gmail

Outlook

Slack

MS Teams

Calendar

Zoom

Google Meet

Exotel

MCP
Marketplace

Governance

spans every tier

RBAC inherited from source

India data residency

Full audit trail

Zero data retention (LLM)

SOC 2 · DPDP · ISO 27001

Surfaceswhere users meet the agents

Web interface

Mobile & desktop apps

Slack / WhatsApp / Facebook / email

Support portal

Chat & search widgets

API / webhooks

Intelligence

AI Agents

CX Agent Internal Agent

Apps

computer Support Build Grow

Workflows

Deterministic AI-Hybrid

Computer Memory

permission-aware knowledge graph · six purpose-built engines behind one permission layer

Governed before the model context

Graph DB

Inverted Index

Embeddings

Analytical Store

In-Memory

Workflow

Data ingestion & synchronisationmethod chosen per use case

AirSync · continuous

API & MCP · real-time

Bulk import · history

Source systemsany stack · structured & unstructured

ERP & Finance

billing · contracts

CRM & Support

customer · service

Collaboration & Docs

knowledge · issues

Data Platforms

warehouse · lakehouse

APIs & Integration

integration · SDK

Tier 5Surfaces

Tier 4Intelligence

Tier 3Computer Memory

Tier 2Ingestion & sync

Tier 1Source systems

Next builds each tier · bottom to top

● CUSTOMER STORY

IndiGo · conversational PNR recovery

Industry · Aviation

Navitaire Blue API

Before

Passenger paid, but PNR not generated — L2 agents manually checked Juspay, Navitaire & Blue API. 30 min per case.

→

After

Under 3 minutes with a single conversational AI workflow.

1

Multi-agent workflow across Juspay + Navitaire + Salesforce

2

Auto-verify payment, booking status, generate PNR

3

Full compliance audit trail

4

Won head-to-head vs Salesforce Agentforce

Resolution time

per PNR case

Before

30 minutes — 3 systems, manual

After

<3 min

30 min → <3 min

resolution time

100%

PNR accuracy

50% ↑

agent productivity

30-seat Customer Payment Desk · ~6,000 tickets / month

● CUSTOMER STORY

Paytm · support at fintech scale

Industry · Fintech

Freshdesk replaced Jira AirSync

Before

~6M support tickets/month on Freshdesk, no insight layer.

→

After

DevRev as the orchestration layer after deflection — AI routing, summarization, and product insight at fintech scale.

1

AI routing, classification & skill-based assignment

2

Ticket summarization + proactive escalation for premium customers

3

Bi-directional Jira AirSync across support ↔ engineering

4

Automated WhatsApp updates + SLA breach alerts

Running at fintech scale

deployment footprint

Tickets

~6M / month

Objects

30M+ migrated

Agents

1,500+

~6M

tickets / month (scale)

1,500+

agents (scale)

30M+

objects migrated (scale)

Figures represent deployment scale, not outcomes

● CUSTOMER STORY

Arvind Fashions · one AI CX engine

Industry · Fashion & Apparel Retail

Tommy Hilfiger / Calvin Klein Kapture replaced

Before

Fragmented systems across brands, slow WhatsApp & email, no conversational AI.

→

After

One unified, AI-native CX engine across all brands, with live human fallback.

1

AI query resolution across channels

2

Order tracking & returns/exchanges self-service

3

24/7 multilingual support + size/product guidance

4

Email Agent + Audit Agent; replaced Kapture across Megamart

5

Conversational shopping agent on U.S. Polo Assn. — natural-language product discovery over the live Shopify catalogue

Query resolution mix

after AI deployment

AI

~70% auto-resolved

Human

~30% to live agent

~70%

auto-resolved

~50K+

interactions / month

~30%

CSAT improvement

Support metrics are live outcomes; shopping agent is a scoped POC on U.S. Polo Assn. (Shopify), styling assistant in development

A useful next step

Let's go deep on one or two of your priorities

A focused 45-minute working session — we tailor DevRev to the specific problems you care about most this year.

1

You pick the focus

The 1–2 care priorities on your FY charter that matter most.

2

We tailor a walkthrough

Built around Tanishq's reality — not a generic demo.

3

Bring your team

Add an ops or tech lead so we pressure-test fit together.

Confidential · A useful next step