NEW YORK, Dec. 22, 2025 — Pandora is leaning heavily into artificial intelligence to handle a surge in customer inquiries, with its AI agent, Clara, now resolving roughly 60% of all support requests.
AI-Powered Support Boosts Customer Satisfaction
The jewelry retailer’s AI assistant is improving efficiency and driving higher customer loyalty during peak shopping periods.
- Pandora’s AI agent, Clara, now handles 60% of customer service interactions.
- The implementation of Clara led to a 10% increase in the company’s net promoter score.
- Roughly 40% of Pandora’s annual revenue is generated during the final quarter of the year.
- The company is streamlining operations to avoid the challenges of rapidly scaling call center staff.
Pandora’s embrace of agentic AI is already paying dividends, with a 10% jump in its net promoter score—a key metric for gauging customer willingness to recommend the brand. The shift comes as the company prepares for a crucial sales period.
“You don’t want to have to staff call centers [to be ready for] periods of peak sales volume,” said Pandora Chief Technology Officer David Walmsley. “It’s easier to train an AI service agent than it is to train 600 new service agents for peak; the efficiency we’re getting with the service agent is really paying dividends on Black Friday and this whole period.”
The timing is critical, as Pandora generates approximately 40% of its yearly revenue during the closing quarter, according to reports.
The rise of digital commerce is moving beyond simple clicks, with consumers increasingly expecting seamless, outcome-based experiences. A recent report found that 80% of shoppers are more likely to make a purchase when brands deliver personalized experiences, making AI systems positioned as helpful partners particularly appealing.
Looking ahead, the future of online shopping won’t even require clicks. Consumers will simply state a desired outcome—like “find me the best deal under $50”—and an AI agent will handle the rest. This future is achievable with careful planning and execution.
Leadership Transition Underway
Last week, Pandora announced that Berta de Pablos-Barbier, currently the company’s chief marketing officer, will assume the role of CEO on Jan. 1. She will succeed Alexander Lacik, who announced his retirement in September after six years as president and CEO.
“I want to thank Alexander for his outstanding leadership,” said Peter Ruzicka, chair of the company’s board. “Since he joined, Pandora’s revenue has grown by 45%, and total shareholder return has exceeded 200%. He leaves the company with a strong foundation and significant growth potential.”
Lacik will continue to advise Pandora as a special advisor until the company’s annual general meeting in March. Jennie Farmer, currently the senior vice president of brand experience and channels, has been appointed as the new marketing chief.
