Pandora's AI service agent resolves 60% of customer inquiries without a human
By Pandora (David Walmsley, Chief Digital & Technology Officer)Built and shared by Pandora (David Walmsley, Chief Digital & Technology Officer), not by me. Summarised from the public sources below. Check them before you rely on a number.
- Who
- Pandora (David Walmsley, Chief Digital & Technology Officer)
- Category
- Customer service
- Source
- Web
- Dates
- Published 8 Oct 2025 · Found 17 Oct 2026
Danish jewellery maker Pandora replaced its old chatbot with Agentforce-based AI agents for customer service and online gift advice. The service agent handles about 40,000 conversations a month and resolves around 60% of inquiries without escalation, compared with about 40% for the previous chatbot.
What they built
Pandora runs two agents on Salesforce Agentforce. Clara is a customer service agent on the website, launched in mid-February 2025, that answers inquiries and hands over to a human when needed. Gemma is a sales agent that recreates the in-store gift-advice conversation online. The agents help Pandora absorb demand peaks such as the Christmas season, when it earns about 40% of its annual revenue.
The result
Self-reported: 40,000 conversations a month, 60% autonomous case deflection (up from about 40% with the previous chatbot) and a 10% increase in net promoter score.
Sources
ElevenLabs runs its own support on an AI agent: 22,000 tickets a month, 60-second replies
By ElevenLabs
ElevenLabs moved its own customer support onto its ElevenAgents platform. The agent resolves more than 22,000 tickets a month and has cut response time from hours to about 60 seconds.
SaaS founder lost 56 customers after handing support to AI without a human escape route
By u/blazecore8
A founder with about 700 paying customers moved most basic support to AI. Replies got faster, but cancellations rose. A cautionary case about where AI support should hand over to a human.
Hardware company automates 70-80% of customer emails with a photo-reading AI chatbot
By u/krimjibly
The owner of a hardware business used Claude to build a customer chatbot connected to a knowledge base, and an AI-driven automation for the production line. Most routine support emails no longer need a human reply.
Want this in
your business?
Tell me which case caught your eye. I will tell you straight whether it fits, and what it would take.
Start a conversation →