1-800-flowers🌷💬 com
Conversational AI – “GWYN” (Gifts When You Need)
Embedded Files
🌟Creating a first-of-its-kind AI-powered gifting concierge to personalize online shopping.
🌟Creating a first-of-its-kind AI-powered gifting concierge to personalize online shopping.
🔹 Strategy Snapshot
🔹 Strategy Snapshot
📦 Industry: Retail / E-commerce / AI Chatbot product recommendation engine
🚧 Challenge: Confusing gift discovery process and high cart abandonment
🛠️ Solution: Watson NLP-powered chatbot providing real-time gift recommendations
🎯 Role: AI/ML Strategic Capability & Digital Enablement Consultant
📅 Timeframe: 2016–2018
🔸 Results
🔸 Results
📊 Result:
🧠 AI chatbot “Gwyn” boosted engagement on high-traffic gift pages
💬 Increased customer satisfaction by guiding real-time decisions
📈 Reduced cart abandonment during peak seasons
🔄 Continuously improved via NLP training and user interaction data
The Full Story
The Full Story
1. ❗ The Challenge
1-800-Flowers.com wanted to modernize its gifting experience with smarter, more human-centered technology. Despite a strong digital footprint, customers often struggled with too many choices, vague filters, and uninspired gift suggestions—leading to frustration and cart abandonment.
2. 🎯 My Approach
Key steps:
Designed a guided gift concierge powered by Watson NLP.
Collaborated with UX, dev, and content teams to track conversation flow and refine tone.
Mapped user behaviors and drop-off points to improve conversion.
Continuously trained the chatbot using real customer questions.
Conducted A/B testing on phrasing, visuals, and flows.
3. 🛠️ Frameworks Used
Tools:
Watson NLP Chatbot Training Model – conversational flow + fallback pathways
Customer Journey Map – gift-giver pain points and buyer personas
AI/Intent and recommendations mapping grid
Multi-channel Experience Blueprint (Cheryl's cookies, the Popcorn Factory, etc.)
Conversion Funnel – aligned key metrics and event triggers to user steps
4. 🧩 Results & Impact
Results: Check it out here: 1-800-Flowers and click on "Chat" →
Impact:
✅ Rolled out the first Watson-powered e-Commerce chatbot (“GWYN”)
✅ Reduced drop-off rate during high-volume holidays
✅ Enhanced engagement and reduced friction in gift discovery
✅ Received national attention (Forbes, Digiday, Retail Dive, eTail Boston)
✅ Sparked adoption of conversational AI in retail ahead of trend
“Work shown reflects my strategic contributions; all assets are property of 1-800-Flowers”
“Work shown reflects my strategic contributions; all assets are property of 1-800-Flowers”
Page updated
Google Sites
Report abuse