Jewelry retailer Pandora is capitalizing on the power of agentic artificial intelligence as new leaders take the helm.
The company’s AI agent, Clara, now solves about 60% of customer service issues, according to Glossy on Monday. It also contributed to a 10% lift in the company’s net promoter score, which measures how likely customers are to recommend a brand.
“You don’t want to have to staff call centers for peak sales volume,” Pandora Chief Technology Officer David Walmsley was quoted as saying. “It’s easier to stand up an AI service agent than to try to hire 600 new service agents for peak; the amount of efficiency we’re realizing with the service agent is absolutely paying off on Black Friday and in this whole period.”
The results are “critical” for Pandora, as it gets nearly 40% of its annual revenue from the quarter that ends in December, according to the report.
According to the PYMNTS Intelligence report “AI’s New Age: Building Human Trust and Intent Into Agentic AI,” 80% of consumers are more likely to make a purchase when brands offer a personalized experience, which could give agentic AI platforms that can also serve as collaborative partners an added leg up.
The next wave of digital commerce really won’t take clicks at all, PYMNTS reported on Dec. 3. Consumers would define a result like “find me the best deal under $50,” and an agent would deliver that result. We can chart the course if we are purposeful in its design.”
And last week, Pandora said its chief marketing officer, Berta de Pablos-Barbier, would succeed Alexander Lacik as CEO on Jan. 1. She will succeed Lacik, who in September said he would retire after six years as president and chief executive.
“I would like to thank Alexander for his exemplary leadership,” said Peter Ruzicka, chair of the company’s board. “Pandora’s revenue has grown 45% since he joined, and total shareholder return is in excess of 200%. He is departing the company with a solid base and great growth potential.”
Lacik will remain at Pandora as a special adviser until the firm’s annual general meeting in March. Pandora has also promoted its senior vice president of brand experience and channels, Jennie Farmer, to serve as its new marketing chief.
