Pandora, the world’s largest jewellery brand, is redefining online shopping by blending the warmth of in-store personalization with the power of artificial intelligence. Through its intelligent AI agents— Gemma and Clara—Pandora delivers an engaging, efficient, and human-like shopping and service experience for its digital customers.
Introducing Gemma – The AI Personal Shopper
Built on Salesforce’s Agentforce platform, Gemma acts as a digital personal shopper that understands customer preferences, occasions, recipients, and budgets. It helps shoppers find the perfect piece of jewellery by mimicking the in-store discovery and storytelling experience.
For example, if a customer mentions they’re looking for a gift for a mother who loves ballet, Gemma intelligently surfaces dance-inspired pieces and shares stories behind each design—just like a knowledgeable in-store associate.
Seamless Customer Interaction with Clara – The AI Service Agent
Alongside Gemma, Pandora has also introduced Clara, an AI service agent that automates common customer service queries such as FAQs or “Where is my order?”. Clara provides friendly, conversational support and seamlessly escalates complex cases to human agents when necessary.
This AI-driven service model has achieved 60% case deflection and a 10% increase in Pandora’s Net Promoter Score (NPS), proving that AI can enhance both efficiency and customer satisfaction.
The Business Impact for Pandora
Pandora’s AI transformation has delivered measurable results across its e-commerce operations:
- 22% of total global sales are now processed through Salesforce Commerce Cloud.
- AI-powered recommendations have increased the number of products added to shopping carts, driving a notable rise in attributed revenue—especially during peak seasons.
- By automating service interactions, Pandora’s teams can focus more on delivering personalized, meaningful customer experiences.
Enhancing Customer Loyalty and Driving Sales
Pandora’s goal is to make every customer feel understood and valued. By replicating in-store storytelling online, Gemma and Clara ensure that each interaction feels personalized and purposeful. This approach builds stronger customer relationships, encourages repeat purchases, and increases the average order value through smart, complementary recommendations.
Future Opportunities with AI-Driven Commerce
Pandora continues to expand its AI initiatives:
- Personalized Loyalty Programs: Using Salesforce Loyalty Management, Pandora delivers tailored offers and rewards based on individual shopping behaviour.
- Modern Platform Architecture: With a microservices-based, API-led, and composable setup, Pandora can easily scale and adapt to evolving digital needs.
- Continuous Learning: Gemma and Clara continuously learn from customer interactions, providing valuable insights into customer behaviour and improving personalization over time.
Conclusion
Pandora’s integration of AI agents Gemma and Clara showcases how technology and empathy can work together to revolutionize retail. By leveraging Salesforce’s Agentforce, Commerce Cloud, and Data Cloud, Pandora has successfully brought the charm of in-store service to digital shopping.
This AI-commerce experience not only enhances customer engagement and loyalty but also delivers measurable business growth—setting a new benchmark for intelligent, personalized retail experiences worldwide.
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