FairPrice Group (FPG) has unveiled its Store of Tomorrow (SOT) programme to improve customer and staff experiences across its 164 supermarkets in Singapore.
Set to debut at the new Punggol Digital District FairPrice Finest outlet in Q3, the SOT programme integrates cutting-edge technologies such as generative AI (GenAI), advanced data analytics, automation, and biometric recognition. These are designed to create hyper-personalised offers, streamline store operations, and enhance both physical and digital retail formats.
According to Group CEO Vipul Chawla, FPG aims to trial more than 20 new digital solutions a year for the next three years so that its customers in Singapore can benefit from enhanced shopping experiences.
“Through our Store of Tomorrow programme, we want to re-imagine how innovation and technologies like GenAI and data analytics can make things easier on the wallet and experience for both physical and digital retail formats,” said Chawla.
Key innovations under SOT include:
- Smart carts (above): Piloted at FairPrice Finest Sengkang Grand Mall, these carts feature built-in displays for in-store navigation, real-time promotions, product recommendations, and scan-and-go checkout. Customers can link their FPG app, receive directions to products and enjoy a seamless payment process with digital receipts sent directly to their phones.
- Vision AI: Leveraging in-store CCTV and video analytics, Vision AI provides real-time updates to staff for queue management, footfall mapping, shelf stocking, and hazard detection to ensure optimal staffing, faster restocking and a safer shopping environment.
- Grocer Genie: An AI-powered staff portal accessible via mobile and web, Grocer Genie centralises task management, automates assignments (such as cleaning spills or opening more checkout counters), and integrates with Vision AI for data-driven operations.
- Checkout automation: Upcoming features include biometric palm-print payments and Myinfo integration for automatic application of government discount schemes for eligible customers without the need for physical cards.
- Digital price cards: These electronic shelf labels update pricing and promotions in real-time, improving accuracy, reducing manual labour and supporting sustainability by cutting paper waste.
- Endless aisle (below): Customers can access and purchase a wider range of products online while shopping in-store, with immediate home delivery options.
AI-powered customer service
FPG’s digital push extends beyond the shop floor. It has been recognised for its AI-driven customer service transformation, deploying chatbots and virtual assistants that handle the majority of live chat inquiries, automate email responses, and provide real-time call summaries. These initiatives have improved customer satisfaction, reduced operational costs and set new industry benchmarks for service excellence.
Singapore’s Supermarkets Embrace Technology
FairPrice is not the only supermarket in Singapore in this technological race. Other major chains are also leveraging digital solutions to boost efficiency and customer experience.
Sheng Siong, Giant and Cold Storage have rolled out self-checkout counters and hybrid payment systems.
CS Fresh (DFI Group) in Holland Village is equipped with on-shelf cameras for real-time stock monitoring and electronic shelf labels to ensure optimal inventory levels and accurate pricing.
Pick & GO operates 24/7 AI-powered convenience stores where customers simply grab items and walk out, with purchases automatically charged to their accounts via computer vision and smart shelf sensors.
“FairPrice Group’s Store of Tomorrow initiative showcases how AI can be harnessed to foster deeper connections between retailers and consumers, and optimise operations. The sheer ambition of FairPrice Group’s vision, coupled with their relentless commitment to implementation at speed and scale, is forging the blueprint for the future of retail, not just in Singapore, but internationally,” said Karan Bajwa, Asia Pacific President of Google Cloud, which is collaborating with FPG on the SOT programme.
Photos: FairPrice Group
Entelechy Asia 