Bots and AI are being used by 1-800-Flowers to shepherd in a new era for the company heralding a root and branch overhaul of its structure
The technologies it will rely on to do this include using big data for conversational commerce, analytics, and cognitive computing.
"We are on the cusp of a change as big as when e-commerce hit," said Chris McCann, president and CEO of 1-800-Flowers.com. "It's giving us the opportunity to have such deep relationships with our customers that it'll be like the company hasn't existed before. It can change our market, our supply chain. Everything. It will drive change all through the company."
The firm will use conversational commerce to allow customers to interact with bots as they otherwise would with a human, by voice, chat, and texting. Bots will also be able to analyse big data stores almost instantaneously to help better satisfy customer needs.
Improvements to bots and AI are enabling companies to use the technologies to engage and build relationships with customers in new and exciting ways. Explore the Trend: Bots, a priority in customer relations