How to turn your chatbot into a brand experience driver

🎙️ In this episode of Chatbot Talks, we sit down with Toby Moors, Customer Happiness Specialist at Loop Earplugs, to explore how a chatbot can go far beyond automation - becoming a true brand ambassador.

From scaling support during Black Friday madness to fine-tuning Aura’s personality across markets, Toby shares real-world insights from building one of Belgium’s smartest and most human chatbots.

You’ll learn:

✅ Why quick answers create real customer relief
✅ How to make chatbot personas match your brand tone
✅ What makes CSAT (Customer Satisfaction) Loop’s North Star metric
✅ How to design a seamless return flow using AI and CRM
✅ Why proactive communication beats reactive fire-fighting every time

💡 If you’re working on chatbot design, AI strategy, or customer service transformation - this episode is packed with smart takeaways, real challenges, and a few fun quirks (yes, including pizza-loving bots and chatbot alter egos like “Toby’s mum”).