Loop tests AI agent to streamline store operations
Retailer taps new AI tool to give associates instant access to procedures and real‑time support.
Loop Neighborhood Markets has begun using a new AI agent designed to give store associates immediate answers on policies, procedures and routine tasks, part of the retailer’s early move toward more automated store operations.
The rollout centers on Genie, an AI agent built by the technology provider Tote. Loop associates are using it to resolve questions on customer service, POS functions, maintenance, and payments. Since deployment, the retailer reports zero escalations and full first‑contact resolution, an early sign of how AI‑driven support could reduce friction in convenience retail workflows.
Founded in 2013, Loop has carved out a distinct position in California with fresh food, car washes, and its LoopBack Rewards loyalty program. Maintaining consistent service across more than 50 locations depends on ensuring teams can quickly access accurate information. The new AI tool is intended to replace outdated documentation and reduce the need to interrupt managers with routine inquiries.
"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," said Varish Goyal, President and CEO of Loop Neighborhood Markets.
Available 24/7 in multiple languages and through voice or chat, the AI agent aims to shorten training time and support compliance across shifts. Loop deployed the system independently of its point‑of‑sale platform, showing how retailers can add AI‑native support without major infrastructure changes.
The move comes as retailers explore more autonomous agent capabilities, from executing tasks to coordinating with other systems.
