PUBLISHED DATE: 2026-11-12 00:17:25

Reimagining In-Store Magic: Pandora’s Agentforce Journey with Publicis Sapient | Publicis Sapient Leaders Are Adapting to AI

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Pandora Uses Agentforce to Improve In-Store Customer Service

How Agentforce helps store associates find answers and serve shoppers faster.

Summary

A connected retail platform brings product knowledge and customer information together to create a more personal shopping experience.

60 % autonomous case deflection
10 % uplift in Net Promoter Score (NPS)
22 % of total sales now handled online through Commerce Cloud

reimagining-in-store-magic-pandoras-agentforce-journey

Client Pandora

Industry Retail

Topic Omnichannel

Partner Salesforce

In this customer story

Intro
The Problem
The Solution
The Impact

Intro

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.

The Problem

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, while manual handling of routine questions created bottlenecks during peak periods. These challenges made it harder to deliver the same level of service customers had come to expect in stores. Pandora needed a way to bring the warmth and personalization of its in-store service to its digital channels, creating a more consistent customer experience wherever people chose to shop.

The 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.

The Impact

The results of Pandora’s AI-powered transformation have been significant. The company achieved 60 percent automation case deflection, allowing service specialists to focus on high-value interactions. Pandora also saw a 10 percent uplift in Net Promoter Score (NPS), driven by agent-first service. In addition, 22 percent of total sales are now handler online through Commerce Cloud.

" 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