This story originally published on sister site, Glossy.
When Pandora rolled out its first AI-powered service agent earlier this year, the goal wasn’t to showcase cutting-edge technology. It was to survive the peak holiday shopping season without sacrificing the customer experience or margins.
The agent, dubbed Clara, launched as a chatbot on the brand’s website in mid-February and now resolves around 60% of customer service inquiries without escalation to a human agent. Pandora’s previous chatbot resolved around 40%. More unexpectedly, a Pandora spokesperson said Clara has contributed to a 10% increase in the company’s net promoter score, measuring how likely customers are to recommend a brand to others.
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