Case Study

Case Study: The North Face And 1-800-Flowers Embrace AI For Conversational Commerce

Bridging The Quality Gap By Emulating In-Store Engagement Across Digital Touchpoints

November 28th, 2016
Brendan Witcher, VP, Principal Analyst
Brendan Witcher VP, Principal Analyst
With contributors:
Fiona Swerdlow , Michele Goetz , Ted Schadler , Diego Lo Giudice , Andrew Hogan , Meredith Cain , Andrew Reese

Summary

To find the right products and services, online retail customers still must use old standbys like search and functionality filtering, which pale compared to the assistance, personalization, and overall value a seasoned store associate provides. This report presents eBusiness professionals with a look at how The North Face and 1-800-Flowers.com are tapping conversational online commerce to better align customer needs and product offerings by using IBM/Fluid's Expert Personal Shopping (XPS) solution.

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