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Reimagining In-Store Magic: Pandora’s Agentforce Journey with Publicis Sapient

Pandora partnered with Salesforce and Publicis Sapient to reimagine its digital customer experience. Together, we developed a roadmap to scale personalized service globally, using Agentforce to create intelligent service and shopping agents that reflect the warmth and expertise of in-store interactions. Publicis Sapient played a pivotal role in shaping the strategy, building the agents, and ensuring the experience felt truly human.

Client

Pandora

Services
Customer Experience
INDUSTRY
Retail
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The Imperative for Change

As the global leader in contemporary jewelry, Pandora operates in over 100 countries with 7,800 points of sale, including 2,400 concept stores. In-store, customers enjoy rich, story-driven conversations with associates who help them find meaningful pieces. Online, however, Pandora faced challenges:

  • High volumes of customer inquiries across email, web, and chat led to slower response times.
  • Manual handling of routine questions created bottlenecks during peak periods.
  • Pandora needed a way to replicate the warmth and personalization of in-store service in its digital channels.

The Transformative Solution

To bring in-store magic online, Pandora deployed Agentforce with support from Publicis Sapient and Salesforce. Two AI-powered agents were developed:

  • Clara: A customer service agent, which automates routine queries like “Where is my order?” and jewelry care FAQs. Clara uses conversational language and integrates with Service Cloud and Commerce Cloud to provide real-time order updates via Pandora’s IBM Sterling system.
  • Gemma: A personal shopper agent that helps customers find the perfect jewelry by understanding the occasion, recipient, and budget. Gemma leverages data from Commerce Cloud, Bloomreach, and Pandora’s UX research via Data Cloud to deliver tailored recommendations.

Publicis Sapient guided Pandora in designing agentic, human-like interactions, moving away from rigid scripts to dynamic, context-aware conversations.

''Over the past few years, Pandora has made significant progress in its digital transformation, and now, in its AI journey - something we're incredibly proud of. We also recognize that strong partnerships, like those that we have with Publicis Sapient and Salesforce, are essential to this success.''

David Walmsley , Chief Digital & Technology Officer, Pandora

The Business Impact

The results of Pandora’s AI-powered transformation have been significant:

60%
autonomous case deflection allowing service specialists to focus on high-value interactions.
10%
uplift in Net Promoter Score (NPS) driven by agent-first service.
22%
of total sales now handled online through Commerce Cloud.
Matt Moss
Matt Moss
Director Business Development, Retail, Salesforce

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