TLDR: Klaviyo has introduced a new AI-powered Conversational AI Agent, part of its Klaviyo Service suite, designed to offer personalized, always-on shopping assistance for consumer brands. This tool leverages real-time customer data and storefront knowledge to guide shoppers from discovery to purchase, recommending products, answering queries, and streamlining the online shopping experience for businesses of all sizes.
Klaviyo (NYSE: KVYO), a leading CRM platform for consumer brands, has announced the public beta launch of its Conversational AI Agent, a key component of its new Klaviyo Service suite. This innovative AI-powered tool is designed to democratize personalized online shopping experiences, making advanced AI capabilities accessible to brands of all sizes, not just large retail corporations.
The Conversational AI Agent acts as an intelligent, always-on shopping assistant, leveraging the Klaviyo Data Platform (KDP) to utilize real-time session context, comprehensive storefront knowledge, and marketing insights. Its primary goal is to guide shoppers seamlessly from product discovery through to purchase by instantly answering common questions, recommending relevant products, suggesting cross-sells, and removing friction points throughout the customer journey.
According to Grant Deken, Head of Product for Klaviyo Service, “Consumers are increasingly comfortable shopping with AI. But until now, only the biggest players could afford to build AI shopping assistants that drive purchases, not just answer simple questions. With Klaviyo’s Conversational AI Agent and the rest of our Service suite, we’re giving every brand the ability to offer self-serve experiences that feel as helpful as your best in-store associate.”
The launch comes amidst a growing consumer expectation for AI-driven assistance, highlighted by Amazon’s AI assistant, Rufus, and supported by Klaviyo’s own 2025 Online Shopping Report. This report reveals significant shifts in consumer preferences: 62% of respondents prefer AI to remember their preferences, 46% would rather share shopping history with AI for recommendations than with a partner, and over half (53%) prefer chatting with an AI agent for help over emailing customer service.
Key features of Klaviyo’s Conversational AI Agent include:
Revenue Generation: It actively recommends products, suggests cross-sells, and uses order data to guide shoppers towards completing purchases.
Personalization by Default: The agent is trained on a brand’s specific product catalog, policies, and FAQs, and responds in the brand’s unique voice, tailoring every answer to the individual shopper.
Instant, 24/7 Support: It provides immediate answers to queries ranging from sizing and product details to shipping and order status, with the ability to seamlessly hand off to a live agent with full context when necessary.
Ease of Implementation: The agent automatically ingests a brand’s storefront, product catalog, and help content, requiring no development work and allowing brands to go live in minutes.
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Looking ahead, Klaviyo plans to expand the AI Agent’s capabilities later this year to include processing returns, updating subscriptions, and editing shipping details. It will also extend its reach to new channels such as WhatsApp, RCS, SMS, and email, ensuring seamless support across various customer touchpoints. The broader Klaviyo Service suite also incorporates Customer Hub, a branded on-site destination for order tracking and personalized recommendations, and Helpdesk, which offers service teams a unified view of customer interactions.
