Founded in 2013 as a premium neighbourhood market, Loop built its identity around fresh food, car washes, and the LoopBack Rewards loyalty programme.
Tote, a retail solution provider, reported the deployment of Genie, its Store Associate AI Agent, with Loop Neighbourhood Markets. Since launch, employees have used Genie to handle inquiries related to customer service, PoS operations, maintenance, payments, and more, with zero escalations and 100% first contact resolution.
Founded in 2013 as a premium neighbourhood market, Loop built its identity around fresh food, car washes, and the LoopBack Rewards loyalty programme.
“We’re not interested in AI that just looks good in a pitch. Tote’s Genie agent works in our stores, gives our associates the answers they need in the moment, and delivers results from day one. This is just the beginning of what agentic technology can do for our business,” said Varish Goyal, President and CEO, Loop Neighbourhood Markets.
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Genie was available around the clock, supported multiple languages, and worked via voice and chat, allowing associates to get answers whenever and however they needed them. Tote’s architecture was modular by design, and Loop deployed Genie independently of its PoS system.
“Loop is exactly the kind of operator that makes this work. Varish and his team hold technology to a high standard, and they’ve pushed us to make Genie genuinely useful at the store level,” said Shyam Rao, Founder and CEO at Tot.
Rao added, “Deploying with zero escalations and 100% first contact resolution from day one is not a beta result. That is a production result, and it reflects what AI in convenience retail can actually deliver when it is built the right way.”
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