Customer?
Search

    Genie Bot: Supporting Colleagues, Enhancing Customer Conversations

    Our second step towards the Agent of the Future

     

    In April 2026, we introduced Genie Bot, a personal AI assistant for frontline agents.

    The tool provides instant, accurate answers to operational questions, reducing the need to search through complex guidance documents. It is available across voice, chat and email, and supports customer-facing colleagues across the UK and South Africa.

    Genie Bot represents the first delivered component of our Agent of the Future model.

     

    Our approach

    At Lowell, customer outcomes are closely linked to the quality and availability of information. Supporting colleagues with clear, accurate and timely guidance is central to consistent decision-making.

    The introduction of Genie Bot reflects this approach. It provides real-time support during customer interactions and represents a practical application of AI within frontline operations.

    From searching to supporting

    Frontline roles require colleagues to manage customer conversations alongside navigating multiple sources of operational guidance. This can interrupt the flow of interactions and reduce efficiency.

    Genie Bot simplifies this process. Instead of searching across documents, colleagues can ask a question and receive a clear, consistent response in real time.

    This allows conversations to continue without disruption and supports more consistent handling of customer queries.

    Designed for frontline use

    Genie Bot has been developed to support the day-to-day requirements of frontline teams across channels and geographies. It supports:

    • New colleagues during onboarding and early development

    • Experienced agents managing complex or less familiar scenarios

    • Teams operating across different locations

    The tool is continuously updated to reflect changes in processes and operational guidance. This ensures that information remains current and aligned to Lowell standards.

    Part of a wider AI capability

    Genie Bot forms the first component of the Agent of the Future model and aligns with Lowell’s broader approach to AI.

    The focus is on supporting colleagues, improving consistency and reducing operational complexity. AI is used to strengthen decision-making by making relevant information readily available.

    Genie Bot supports colleague judgement rather than replacing it.

    Improving time utilisation

    By reducing time spent searching for information and switching between systems, Genie Bot enables more efficient use of time.

    This allows colleagues to focus on:

    • Managing customer conversations

    • Asking relevant questions

    • Resolving queries more effectively

    • Reducing repeat contact

    This supports both operational efficiency and more consistent customer outcomes.

    Built for scale

    The rollout across the UK and South Africa provides a consistent approach to accessing operational knowledge.

    Genie Bot supports standardisation while allowing for differences in local processes. It will continue to evolve based on operational insight and feedback.

    Looking ahead

    The introduction of Genie Bot marks an initial step in integrating AI into frontline activity.

    As part of the Agent of the Future, it demonstrates how AI can be applied to support day-to-day decision-making and improve consistency across customer interactions.

    The focus remains on ensuring colleagues have access to accurate, timely information when they need it.