What 1-800 Flowers has learned from its Watson-powered concierge - Digiday

The North Face, Macy's and 1-800 Flowers are some of the brands collaborating with the supercomputer to glean insights from the increasing mounds of data they collect from customers. Its name, "Gwyn," stands for "gifts when you need." Gwyn is not a chatbot, though, said vp of marketing and customer experience Jon Mandell. "No two conversations are the same." Here's what 1-800 Flowers has learned, nine months in.