Lokulus: Why effective AI adoption starts with the problem, not the software

Balancing workflow orchestration with practical AI

Lokulus develops workflow orchestration technology used by contact centres and service businesses. Its platform coordinates incoming work, from emails and phone calls to activity generated by back and mid-office systems, which are then directed to the right person or AI agent.

Based at Alderley Park, the company combines decades of experience in customer service technology with a practical approach to AI. This is helping Lokulus improve efficiency while creating opportunities for its people to contribute at a higher level.

Moving from AI experimentation to business value

Lokulus has used machine learning within its platform since 2006. That experience has shaped Alister’s view that successful AI adoption needs to start with the business problem rather than the technology itself.

As organisations experiment with AI across different teams and tools, the challenge is turning those individual uses into a coherent approach that supports the wider business.

“AI needs to be treated like any other major technology project. We wouldn’t implement any other technology in the way many businesses are deploying AI. You wouldn’t put a new CRM in like this. It needs to be treated as a proper project: where do you want to get to, where are you now and what needs to change?”

Alister Harris, CEO, Lokulus

That means being clear about where AI can add value, how it fits into existing processes and where human oversight is needed. AI can complete tasks quickly, but productivity gains come from applying it to a defined business need and putting the right processes and controls around it. 

The most effective AI adoption starts with a clear organisational need. Businesses can then implement the right tools consistently across teams, rather than allowing adoption to happen through disconnected, ad hoc interventions. This creates a more coordinated approach to AI, focused on solving genuine business problems. 

Using AI to enhance people’s contribution

Lokulus is applying the same thinking internally. Within its engineering teams, AI is supporting coding, with experienced developers spending more time reviewing and refining the output.

This enables the teams to work more efficiently while placing greater value on technical understanding, critical thinking and accountability. Experienced developers apply their knowledge to assess the quality of the work produced, resolve more complex problems and ensure the technology performs as intended.

“Our engineering teams are using AI to support coding, with experienced developers moving into more of a review role. It makes the process more efficient, but you still need people who understand the technology, can assess the output and know what good looks like.” 

Alister Harris, CEO, Lokulus

AI is not replacing the expertise within the business. It is allowing that expertise to be applied differently, moving people’s time towards the decisions and challenges where their judgement adds the most value.

Retaining experience and knowledge

Lokulus has built a highly experienced team capable of delivering complex projects for major organisations. Average employee tenure is around ten years, with some colleagues having worked for the business for more than two decades.

That continuity gives the company extensive technical knowledge, a deep understanding of its proprietary platform and the experience needed to work closely with large corporate customers. As AI becomes more integrated into the way projects are delivered, this combination of technology and human expertise is becoming an increasingly important strength.

“We have a lot of experience in the business. We invest in highly skilled people who can deliver work in a very targeted way and operate at the same level as much larger technology businesses.”

Alister Harris, CEO, Lokulus

Recruiting for potential

Because Lokulus has developed its own technology, recruitment is about more than finding someone who has performed an identical role elsewhere. The company looks for the right technical foundations, an ability to learn and the qualities needed to work effectively with colleagues and customers.

It works with selected specialist recruitment partners, supported by detailed briefs and a thorough recruitment process. This helps Lokulus find people with the combination of capability, adaptability and cultural fit needed to grow with the business.

The approach reflects a wider change in talent strategy. As technology and roles evolve more quickly, aptitude and the ability to apply knowledge in new situations are becoming as important as experience of a particular system or process.

Creating pathways for emerging talent

Lokulus is also creating opportunities for junior talent to gain the practical experience required to develop sound judgement.

One recent recruit first joined the company for school work experience before returning for a summer placement. Having demonstrated his potential, he is now beginning a degree apprenticeship with the business. The gradual pathway has allowed him to build skills through meaningful exposure to real work, supported by experienced colleagues.

“It’s about finding the right people. When we find them, we will bring them into the business and help them develop.”

Alister Harris, CEO, Lokulus

The experience provides a positive model for developing talent as work changes. Structured learning, practical projects and access to experienced colleagues can give emerging talent new ways to build the understanding that might once have been developed through more routine tasks.

Lokulus shows that becoming AI-ready is not only about adopting technology. It is about using AI to make experienced people more effective, recognising potential in new recruits and creating the opportunities through which the next generation can develop. By bringing these elements together, businesses can improve productivity today while continuing to build the skills and judgement they will need in the future.