Title
Pandora Builds AI Shopping Agent Gemma and Service Agent Clara with Agentforce
they built a personal shopper agent named Gemma that's designed to help customers choose the perfect piece of jewelry.
← Back to Pandora Builds AI Shopping Agent Gemma and Service Agent Clara with Agentforce
Source proof for Pandora Builds AI Shopping Agent Gemma and Service Agent Clara with Agentforce
Source-bound proof
Verified source excerpts for every supported field
Each colour maps a published value to the exact source passage used to support it. Only bounded excerpts are public; administrators can inspect the complete captured source.
15 fields supported
quote · high
Description
Jewelry brand Pandora built two Agentforce AI agents: Gemma, a personal shopper that reasons across Commerce Cloud order history, Bloomreach recommendation data and Databricks insights via Data 360 to make tailored jewelry recommendations in a warm, in-store-like tone, and Clara, a customer service agent built with Salesforce Professional Services and Publicis Sapient that answers "Where is my order?" requests and FAQs, deflecting 60% of cases.
…off the software, get it installed, and it’s like, okay, that actually works.” Clara is already handling 45K conversations a month, deflecting 60% of cases, and a net promoter score increase of 10% indicates that customers are more sat…
Problem
In 2024, Pandora's team of 500-600 service specialists managed a considerable volume of inquiries via email, web and live chat; manually responding could slow response times and lead to longer queues, and peak holiday demand overwhelmed capacity even with seasonal support staff. A traditional chatbot could assist with "Where is my order?" requests but its rigid, transactional conversation style didn't match Pandora's warm, personalized service.
…creating that seamless digital journey also meant reimagining customer service. In 2024, the company’s team of 500–600 specialists managed a considerable volume of inquiries via email, web, and live chat. These specialists are dedicated to providing personalized service, but manually…
Solution
Pandora built Gemma, a personal shopper agent on Agentforce, which asks shoppers about the occasion, recipient and budget, then draws on customer order history and product information from Commerce Cloud, recommendation data from Bloomreach, and unstructured insights like mystery shopping and UX research stored in Databricks via Data 360 to surface tailored, story-driven recommendations in Pandora's distinctive tone. Separately, built in collaboration with Salesforce Professional Services and Publicis Sapient, Clara is a customer service agent that taps order information from Service Cloud and Commerce Cloud (fed by Pandora's IBM Sterling order management system via MuleSoft) to answer order-status and FAQ requests in conversational language, handing off to a human rep with a conversation summary when a request goes beyond what it can handle.
…tailored recommendations, Agentforce draws on data across Pandora’s ecosystem. It reasons across customer order history and product information from Commerce Cloud , as well as recommendation data from Bloomreach and unstructured insights like mystery shopping and UX research insights stored in Databricks via Data 360 . Together, this data helps Agentforce pinpoint key moments in customer interacti…
Business value
Clara is already handling 45K conversations a month, deflecting 60% of cases, and a net promoter score increase of 10% indicates that customers are more satisfied with the service they're receiving. Commerce Cloud handles 22% of Pandora's total sales.
…off the software, get it installed, and it’s like, okay, that actually works.” Clara is already handling 45K conversations a month, deflecting 60% of cases, and a net promoter score increase of 10% indicates that customers are more sat…
Headline outcome
…fessional Services The Results 40 k monthly conversations handled by Agentforce 60 % autonomous case deflection 10 % boost in net promoter score with agent-first service 22 % of total sales h…
Use case type
Conversational assistant
…magine a customer visits Pandora’s website looking for a gift for their mother. They start a chat with Gemma, which greets them and asks a few simple questions to understand who they’re shopping for and what their budget is. When they share that their mother loves ballet, Gemma surfaces pieces inspired…
Company
Pandora
…ndations and on-demand guidance to boost customer engagement and loyalty. About Pandora employs 37,000 people worldwide to design, manufacture, and sell hand-finished jewelry made from high-quality, 100% recycled silver and gold at accessible price points. Salesforce products used Agentforce Data 360 MuleSoft Commerce Cloud Service Cl…
Country
Denmark
…bitions required a reimagined digital shopping and customer support experience. Pandora began in 1982 in a small Copenhagen shop, where a jeweler and the brand’s first in-house designer set out to create unique, hand-finished pieces. Today, Pandora is the world’s largest jewelry brand, and their charms, bracelet…
Industry
Retail
…first in-house designer set out to create unique, hand-finished pieces. Today, Pandora is the world’s largest jewelry brand, and their charms, bracelets, rings, and necklaces are sold in more than 100 co…
AI capabilities
Conversational AI, Agentic AI, Generative AI
…expected to increase online conversion rates with personalized recommendations. Pandora is using Agentforce , the agentic layer of the Salesforce Platform , to make online shopping feel as personalized and thoughtful as stepping into a store. With Agentforce, they built a personal shopper agent named Gemma that’s designe…
Business functions
Customer Service & Support, Sales
…off the software, get it installed, and it’s like, okay, that actually works.” Clara is already handling 45K conversations a month, deflecting 60% of cases, and a net promoter score increase of 10% indicates that customers are more sat…
Technology
Agentforce, Data 360, Commerce Cloud, Service Cloud, MuleSoft
…de from high-quality, 100% recycled silver and gold at accessible price points. Salesforce products used Agentforce Data 360 MuleSoft Commerce Cloud Service Cloud Loyalty Management Salesforce Professional Services The Results 40 k monthly conversations handled by Agentforce 60 % autonomous ca…
Deployment model
cloud
…de from high-quality, 100% recycled silver and gold at accessible price points. Salesforce products used Agentforce Data 360 MuleSoft Commerce Cloud Service Cloud Loyalty Management Salesforce Professional Services The Results 40 k monthly conversations handled by Agentforce 60 % autonomous ca…
Deployment options
cloud
…de from high-quality, 100% recycled silver and gold at accessible price points. Salesforce products used Agentforce Data 360 MuleSoft Commerce Cloud Service Cloud Loyalty Management Salesforce Professional Services The Results 40 k monthly conversations handled by Agentforce 60 % autonomous ca…
Capture details
- Captured
- 02 Oct 2026, 06:06 UTC
- Extractor
- fetch-strip@1
- Snapshot hash
- 2b25f717f8bf2f36a15bf5d13df77f2fb00fa65334a65919f30a7696baff7be6