Sumati Sahgal, VP – Retail at Schneider Electric India, speaks to BW Retail World on SmartO’s role in bridging the gap between traditional retail workflows and intelligent digitisation
Q: What inspired the development of SmartO, and how does it align with Schneider Electric’s broader vision for digital transformation in the retail sector?
The development of SmartO by Koko was driven by our mission to enhance the digital journey for retail partners, especially within the unique landscape of Indian retail. Our digitisation journey began in 2019 with the launch of our e-commerce website, followed by the rollout of Koko2.0, our WhatsApp chatbot, in 2023. However, despite these tools, we noticed that digital ordering adoption was low.
We took a step back to understand retailer behaviour and found that handwritten order notes—often passed on via WhatsApp or delivered physically—remained a core part of their process. That’s when we realised that successful digitisation must integrate with existing habits, not disrupt them.
SmartO was created with that principle at its core—leveraging the simplicity of WhatsApp to bring automation and efficiency to traditional order-taking. It reflects our vision of grassroots digital inclusion, allowing even the most conventional retail setups to benefit from innovation.
Q: Can you walk us through how SmartO works—especially the integration of AI and OCR, and how it simplifies operations for traditional retailers?
SmartO operates in a simple, intuitive three-step process. Retailers type ‘Hi’ on our Koko2.0 WhatsApp number or scan a QR code. They then select the ‘SmartO’ option and upload an image of their handwritten BOQ (Bill of Quantities).
From there, the backend takes over: OCR technology reads and digitises the handwritten text, AI interprets shorthand and identifies the corresponding Schneider Electric SKUs. SmartO then provides product suggestions that can be easily customised before finalising the order.
This takes under 90 seconds. What makes SmartO stand out is not just digitisation—it’s the intelligence layered on top. It streamlines ordering, improves accuracy, and helps retailers save time without changing how they work.
Q: How has the market responded so far? Could you share any success stories?
The response has been extremely positive. In just six months, we’ve received over 2,500 handwritten order uploads from across India. At retail events, SmartO’s natural fit into existing workflows and its WhatsApp interface have been repeatedly praised.
Retailers were particularly impressed by how accurately SmartO understands informal shorthand—something that often confounds other tools. It’s this kind of real-world usability that has driven its fast adoption and validated our belief in solving practical challenges with intuitive solutions.
Q: With SmartO integrated into Koko2.0, how is the user experience evolving, especially for retailers in Tier 2 and Tier 3 markets?
For retailers in Tier 2 and Tier 3 markets, SmartO has been a game-changer. These retailers already use WhatsApp for daily business, so there’s no learning curve. They simply upload a handwritten note and receive an AI-generated Bill of Materials with relevant product suggestions—no new app or platform needed.
This frictionless experience is key. It empowers retailers in areas with limited digital infrastructure to leapfrog into efficient, AI-driven commerce. That’s the kind of inclusive transformation we aim to drive.
Q: In your view, how is AI reshaping retail operations, and what role does Schneider Electric aim to play in this space?
AI is transforming retail by automating routine processes, reducing errors, and enabling smarter decisions. For smaller businesses, it means better service, accurate order management, and faster operations—with minimal effort.
At Schneider Electric, we aim to democratise access to such technologies. Tools like SmartO deliver the benefits of AI in a format that’s accessible, simple, and integrated into retailers’ daily workflows. Our goal is to make advanced tech available without requiring heavy investment or disruption.
Q: What’s next for SmartO and Schneider Electric’s retail tech roadmap?
We’re focusing on continuous AI and ML enhancements. Our goal is to improve SmartO’s accuracy from 80 to 85 per cent and expand our product database to over 5,000 SKUs.
We’re also building vernacular support in five regional languages to deepen our reach and user-friendliness across India. SmartO is evolving into a more conversational experience with unguided search—similar to ChatGPT—so users can interact more naturally and get context-aware responses.
Beyond that, we’re exploring predictive analytics, contextual learning, and tighter supply chain integrations. Our commitment is to build scalable, impactful solutions that empower retailers and accelerate digital adoption across the retail ecosystem.
