1-800-Flowers.com is an innovator in its category, with nine brands delivering a best-in-class customer experience from order to delivery. To become known as a destination for not only flowers, but for all a customer’s gifting needs, 1-800-FLOWERS.COM turned to AI as their partner in customer service.
Insight
Searching for a gift can take the fun out of giving
Finding the perfect gift, delivered quickly and within budget, is typically a long and arduous journey — even for 1-800-Flowers.com’s customers. To personalize and streamline this journey, the company wanted to ensure that the right flowers, chocolates and fruits were presented for every special occasion.
Idea
A better experience through cognitive personalization
GWYN (Gifts When You Need), the first-in-category Watson™ Gift Concierge, was launched to help consumers find exactly what they’re looking for: the right gift for the occasion to deliver a smile. Fueled by IBM Watson®, GWYN cultivates that one-to-one relationship, learning from how customers are interacting with her and adjusting to know what best to serve each customer from the 1-800-Flowers family of products.
Impact
Give it up for GWYN: Driving higher sales and brand loyalty
Through GWYN, 1-800-Flowers was able to seamlessly showcase various product attributes and their relevance to each customer. An AI shopping experience and relationship increased the number of 1-800-Flowers’ return customers and increased the company’s revenue over the previous year.