Loop Neighborhood Markets Deploys AI Agent to Support Store Staff
Loop Neighborhood Markets has rolled out Genie, an AI agent built by Tote, across its 63-store network in California. Store associates use the tool through voice or chat to get answers on customer service, point-of-sale operations, maintenance, and payments 24/7.
The deployment achieved zero escalations and 100% first-contact resolution from day one, according to both companies. Associates no longer need to interrupt busy managers for answers to routine questions.
What the tool does for staff
Genie shortens training time for new hires and ensures compliance with store procedures. It works in multiple languages and operates around the clock, giving associates immediate answers whether they prefer voice or chat.
Loop President and CEO Varish Goyal said the company prioritized practical results over flashy demos. "We're not interested in AI that just looks good in a pitch," he said. "Tote's Genie agent works in our stores, gives our associates the answers they need in the moment, and delivers results from day one."
Why this matters for customer support teams
The system is built modularly, meaning Loop deployed it without overhauling existing infrastructure. This approach matters for customer support professionals evaluating AI agents and automation tools-they don't require ripping out current systems to add new capabilities.
Shyam Rao, Tote founder and CEO, emphasized that the results represent production performance, not a pilot. "That 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," he said.
Loop operates convenience stores and marketplaces across the Bay Area, Sacramento, and Southern California. The company is headquartered in Union City, California.
For teams managing customer support operations, understanding how AI for customer support performs in real retail environments can inform decisions about similar implementations.
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