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From Paper to Cart in 90 Seconds: Schneider Electric’s Virtual Commerce Assistant on WhatsApp
Schneider Electric revolutionizes its sales process by replacing manual, handwritten orders with an AI and OCR-powered WhatsApp Virtual Assistant Koko 2.0, delivering unprecedented speed, accuracy, and customer convenience across its nationwide B2B and B2C network.
Schneider Electric
3X
1.5X
50%
Accelerates Digital Commerce with Virtual AI Assistant
Gupshup has truly simplified our operations at Schneider Electric. We say, 'It’s not an app, it’s WhatsApp,' and Gupshup has been pivotal in creating that seamless experience. From converting paper-based quotations into digital carts within 90 seconds, the convenience and efficiency it brings are unmatched. Thanks to Gupshup for driving this impactful change!
About the Brand
Schneider Electric is a global leader in energy management and automation, serving millions of customers across residential, commercial, and industrial sectors. In India, Schneider manages over 1 million SKUs through a network of 300+ sellers, supplying retailers, wholesalers, electricians, and homeowners nationwide. As digital commerce evolved, Schneider sought to modernize its ordering infrastructure while maintaining the simplicity and familiarity customers valued.
The Brand’s Challenge
Breaking Through B2B Ordering Friction at Scale
Schneider Electric’s traditional sales process created significant bottlenecks:
- Manual, Error-Prone Workflows: Salespersons relied on handwritten notes and time-consuming manual data entry to process orders, leading to delays and inaccuracies across 1M+ SKUs
- Low Digital Adoption: Existing digital ordering methods – eShop portals, laptop-based typing, Excel uploads felt cumbersome and unfamiliar to customers
- Complexity at Scale: Managing 300+ sellers and a nationwide customer base required a solution that was both scalable and intuitive
The Solution
Industry-first AI and OCR powered conversational commerce experience to digitize handwritten orders
Given WhatsApp’s high penetration in India, Schneider built a WhatsApp chatbot ‘Koko 2.0’ in partnership with Gupshup for managing orders and engaging with their consumers better.
Key features include SmartO, the “Pic to Cart” feature which allows wholesale traders, retailers, and consumers/homeowners to:
- Upload handwritten notes or bills of materials and view special deals and offers
- OCR seamlessly processes the image and allows buyer to modify the order details before confirming
Koko 2.0 also allows customers to –
- Check order status and serviceability by entering their pincode.
- Explore shipping, payment, returns, warranty, and privacy policies with ease.
- Access technical documentation such as instructions, CAD drawings, datasheets, and user guides.
- Engage with gamification elements like Spin & Win for an interactive shopping experience.
- Chat with live agents for additional support.
For placing an order, customers are prompted to enter their pincode to check serviceability after which they can select available products from the catalog.
Solution
AI + OCR, Conversational Commerce
Channel
Industry
Retail
