About the Vendor
Salesforce is a leading cloud-based CRM and enterprise software platform offering a broad suite of products including Agentforce (AI agents), Data Cloud, MuleSoft, Commerce Cloud, Service Cloud, Loyalty Management, and Professional Services.
About the Brand
Pandora employs 37,000 people worldwide and designs, manufactures, and sells hand-finished jewelry made from high-quality, 100% recycled silver and gold at accessible price points. It is one of the world's largest jewelry brands with a significant global retail and digital presence.
Challenge
Pandora's in-store experience is central to its brand — rich, personal, and consultative. The challenge was replicating that high-quality, personalized experience in the online channel, where customers couldn't benefit from the same human interaction available in physical stores.
Solution
Salesforce provided Pandora with Agentforce (AI agents), Data Cloud (Data 360), MuleSoft, Commerce Cloud, Service Cloud, Loyalty Management, and Salesforce Professional Services. Together, these tools enabled Pandora to deploy autonomous AI agents capable of handling customer conversations, deflecting service cases, and delivering personalized online shopping experiences at scale.
Execution
Pandora implemented Agentforce alongside Commerce Cloud and Service Cloud, integrating data via MuleSoft and Data Cloud to power AI-driven customer interactions. The Agentforce deployment was noted for its rapid time-to-value — described as working effectively almost immediately after installation. Salesforce Professional Services supported the rollout, and Pandora's Global AI Director highlighted the reduced burden of infrastructure management as a key benefit.
Results
Agentforce handles 40,000 customer conversations per month autonomously, deflects 60% of service cases without human intervention, and has driven a 10% improvement in net promoter score. Additionally, 22% of total sales are now handled through Commerce Cloud, demonstrating significant digital channel growth.