This video segment records Pandora executives discussing a strategy to bring the in-store customer experience online by using conversational AI (AgentIQ/AgentForce) integrated with Salesforce Commerce Cloud. They frame Pandora as a global leader (over 100 countries) facing the challenge that online channels lose the richness of in-store dialogue, and describe how Commerce Cloud's composability plus conversational agents enable faster feature delivery and a more personalized selling and service experience. Early results cited include a 60% improvement in deflection rate after switching on a service agent; overall scale metrics mentioned (three pieces sold every second; ~865 million visits).
Chapters
At Pandora, we help folks around the world tell their story. You could spend an hour in store with one of our wonderful store associates, putting together a bracelet, talking about your.
Family, your friends, your hobbies, all the moments and memories that you hold dear.
All that richness of conversation is at the heart of the customer's experience of Pandora.
We've perfected the experience in physical stores.
But as our business moves online, you lose the specialness of that in store experience.
And so what we really want to is take that magic from offline and put it into our online channels and that's where we'll gain competitive advantage. But we do not have the ability online to have a dialogue, at least up until now.
We want to challenge ourselves, do something much richer and now we can do that. Working with Salesforce.
What if we could create the best online sales associate with AgentForce?
Pandora is the world's largest jewellery brand.
We are in over 100 countries, we sell three pieces of jewelry every second.
We had around 865 million visits to our stores and online.
As we've scaled the digital storefront, Commerce cloud has become critical to deliver on that growth trajectory.
The composability that we've now got with commerce cloud is more function, more feature, more quickly, more stable.
This is really what allows us to quickly reinvent the online shopping experience.
That commerce platform gives us the foundation and now we think about the future, we think about the AgentIQ future and that's really the rocket fuel for this next stage. The core of our AgentIQ program is selling and service. When we first switched on the service agent, within the first few days we saw a 60% improvement in deflection rate. It's not just vaporware, it is having real impact on our customer experience. And now collaborating on the selling agent, we've got the opportunity to build something really super special.
We can now build agents by actually asking questions, capturing your context, mirroring that magic of the physical store, and then show you what products we have to offer that fits with your context, driving customer experience to the next level. Conversational AI is changing the game here. We will not have seen anything like it before.
This is the Internet again. This is electricity. It's that level of change and folks who don't get that, good luck to them. But I don't think they're going to get very far.
This is a one in a generation opportunity for all of us.
