Arnie Leap, CIO of 1-800-flowers.com says IBM’s cognitive technologies have assisted customers to sift through more than 7,000 products to find the perfect gift.
1-800-flowers.com introduced GWYN (Gifts When You Need), a Watson-powered gift concierge that helps customers to find the perfect gift. 80 percent of customers revealed a positive experience and wanted to use it again.
The company is expanding GWYN’s capabilities to Harry & David enabling customers to interact online with GWYN using Watson’s natural language API to find the right item, from fruits to chocolates and baked goods.
Harry & David is adopting Watson Customer Engagement solutions on the IBM Cloud including cognitive capabilities.
“This personalized and interactive customer experience is designed to provide customers with an enhanced shopping experience powered by deep insights from AI,” IBM said.
Customers can type, “I’m looking to send a thank you gift.” The service will interpret the question and ask a series of additional qualifying questions about the occasion, sentiment and who the gift is for. GWYN learns about a person’s gifting needs and refines and enhances the shopping experience over time.
“The success of GWYN truly demonstrates what is possible with IBM’s cognitive technologies. It also continues our ongoing transformational journey focused on deploying the latest innovations that make it easy and convenient for our customers to deliver a smile,” said Arnie Leap, CIO of 1-800-flowers.com.
IBM is the only vendor that helps companies infuse cognitive technologies into their marketing, commerce and supply chain capabilities on their terms.
In addition to GWYN, the company is embracing additional IBM Cloud offering including IBM Payment Gateway. IBM Payment Gateway will help support payment transactions for 1-800-flowers.com family of brands.
