The expectations of shoppers are reshaping the South African FMCG industry faster than you can say “Free delivery!”
In-store experiences are one thing. Online and mobile experiences are another. And shoppers rightfully expect all of these to blend into a single journey.
Behind the scenes, SA retailers are juggling (or struggling to juggle) just as many operational demands as there are customer demands. To keep up with the non-stop stream of orders and enquiries across customer touchpoints, FMCG businesses are partnering with AI chatbot developers in South Africa to implement and scale a truly omnichannel retail experience with AI.
Simplifying the Omnichannel Retail Experience with AI
Omnichannel isn’t just about adding more channels – it’s about stitching the essentials together now, so future additions can slot in without disrupting FMCG operations. With AI-driven experience design services at retailers’ fingertips, there’s a golden opportunity to wow shoppers with streamlined, personalised experiences in a sustainable way.
Think:
- Online solutions extending the courtesy of personalised product recommendations to tailored promotions with dynamic pricing and rewards
- Mobile app solutions with real-time delivery tracking switching it up to offer context-aware reminders and voice-enabled shopping assistance
- In-store solutions levelling up from digital shelf labels to demand forecasting and computer vision checkout
AI for the FMCG industry is an exciting frontier. Retailers have always had access to endless queues of data that AI can finally consolidate into clear insights and actionable steps.
SA’s first smart trolley, the Checkers’ Xpress Trolley, was launched in a handful of stores in August 2025 – a strong testament to the FMCG industry’s growing focus on giving shoppers what they need, want, and may not have realised they needed for a hassle-free shopping experience…
True to its name, the Xpress Trolley marks the spot in retailers’ search for customer service excellence. The tech-savvy shopping companion has a built-in product scanner and payment device, giving people more control over their decisions and, most importantly, their time.
AI for the FMCG Industry – Localisation to Speak Every Shopper’s Language
South Africa is home to a multilingual mix of shoppers who want to feel seen, heard and helped. Even more so, they love chatting to their favourite retailers in their preferred language through voice, text or image responses – be it on WhatsApp, Messenger, self-service kiosks and the like.
FMCG retailers are discovering how AI-assisted conversations are really prime territory for them to meet customer demands, attract new segments, and initiate delightful interactions that stick.
Helm, for instance, works alongside local businesses to create AI solutions that are multilingual, multimodal and channel-agnostic. Our experience design services rely on AI-driven insights and analytics to understand customer behaviours, optimise a retailer’s inventory and anticipate demand.
