ecoATM: Google Business Messages Virtual Agent
ecoATM, the market leader in mobile phone recycling, partnered with Motif Partners to develop a virtual assistant on Google Business Messages to engage prospective customers across multiple kiosk locations.
Key Facts
Client
ecoATM, market leader in mobile phone recycling and resale, operating smart kiosks across UK supermarkets and shopping centres.
Platform
Google Business Messages with Dialogflow CX, Google Cloud Functions middleware, and Voiceflow conversation design.
Scope
Virtual agent proof of concept deployed across selected Google Business Profile locations on Google Maps.
The brief
As a pan-European, multi-location business, ecoATM needed to manage a substantial estate of individual locations on Google Business Profile. The core objective was creating a virtual agent proof of concept to communicate with prospective customers across numerous Google Business Profile locations and evaluate the lead generation channel's effectiveness.
Working with Motif Partners, a marketing analytics and growth consultancy, the project required a sophisticated conversational agent that could provide price quotes, answer FAQs, explain the business, guide customers through the recycling process, and capture email signups.
What we built
Intelligent Virtual Agent
We designed and built a virtual agent on Google Business Messages using Dialogflow CX for conversational AI, with secure Google Cloud Functions middleware handling business logic. The conversation design was prototyped in Voiceflow for rapid iteration based on client feedback.
- Price Quotes: Instant smartphone valuation through conversational interaction
- FAQ Coverage: Comprehensive answers about ecoATM's business and recycling process
- Customer Guidance: Step-by-step walkthrough of how to use ecoATM kiosks
- Email Capture: Opt-in signup flow for marketing communications
- Rich Media: Carousels, knowledge cards, and suggestion chips for engaging interactions
- Multi-Location Deployment: Agent deployed across selected client locations on Google Maps
Rapid Prototyping
Interactive conversation design prototyping via Voiceflow enabled rapid iteration based on client feedback. Rich media integration including carousels, knowledge cards, and suggestion chips created an engaging customer experience directly within Google Business Messages.
Impact
The proof of concept successfully demonstrated conversational AI's potential in the digital customer journey for retail locations, with sophisticated features and high-level rich functionality.
Functional POC Delivered
Working virtual agent with sophisticated features showcasing early medium potential for the lead generation channel.
Multi-Location Reach
Agent deployed across selected Google Business Profile locations, reaching customers where they search.
Rich Customer Experience
Carousels, knowledge cards, and suggestion chips delivered an engaging conversational interface.
Lead Generation Validation
Proof of concept assessed the effectiveness of Google Business Messages as a new customer acquisition channel.
"The live experience is functional with high-level rich functionality effectively showcasing early medium potential." -- Jonathan Lewis, CEO, Motif Partners
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