DenmarkRetail and e-commerce2025 – ongoingPandora
Clara service agent and Gemma personal-shopping agent
Pandora deployed service and shopping agents, with its partner reporting 60% autonomous case deflection
Problem
Routine online inquiries created service bottlenecks during busy periods. Pandora also wanted online shoppers to receive more personalized help choosing jewelry.
Approach
Pandora deployed Salesforce Agentforce with Publicis Sapient. Clara handled order-status and jewelry-care questions, using integrations to retrieve order information. Gemma recommended jewelry using customer preferences and commerce data.
Results
Takeaway
Publicis Sapient reported service improvements without specifying the measurement period or the share attributable to each agent.
Categories
- Size
- Large enterprise
- Industry
- Retail and e-commerce
- Business function
- Customer serviceMarketing and sales
- Innovation type
- Process innovationProduct and service innovation
- Adoption
- Partner co-development
- Evidence
- Vendor case study
Sources
Source summaries
Publicis Sapient described the deployed Clara and Gemma agents and their system integrations. It reported 60% autonomous case deflection and a 10% NPS uplift.
Full details are in the original sources.
