Klaviyo is rewriting the rules of what the typical online customer experience looks like with the public beta of Klaviyo Service - a disruptive suite of AI-powered tools that puts AI shopping agents, real-time customer data, and seamless service experiences within reach of every brand, not just retail giants. Klaviyo's Conversational AI Agent helps brands of all sizes deliver personalized, always-on support using real-time session context, storefront knowledge, and marketing insights, all powered by the Klaviyo Data Platform (KDP). The launch comes on the heels of Prime Day, where millions of shoppers turned to Amazon's AI assistant, Rufus, for real-time answers, product guidance, and order support, furthering the new standard for what modern consumers expect.
Klaviyo's 2025 Online Shopping Report reveals just how deeply these expectations run: When online shopping, 62% of respondents would prefer that AI remember their preferences rather than having to re-explain them to a salesperson; 46% would rather share their shopping history with AI for recommendations than with their partner; More than half (53%) would rather chat with an AI agent for help than email a customer service representative. Built into Customer Hub, Klaviyo's Conversation AI Agent is quickly trained with the data on a brand's storefront - including its product catalog and FAQs. It guides shoppers from discovery to purchase by answering common questions, recommending products, and removing friction at every step.
Klaviyo's conversational AI Agent features include: Driving revenue, not just deflection: Recommends products, suggests cross-sells, and guides shoppers to complete their purchase using order data; Personalized by default: Trained on a brand's product catalog, policies, and FAQs. Respondors in the brand's voice and tailors every answer to each shopper; Answers instantly, 24/7: From sizing and product questions to shipping and order status, the AI Agent responds in seconds and hands off with full context when needed; Works from day one: Automatically ingests a brand's storefront, product catalog, help content, and more. With no development work required, users can go live in minutes; Built on the Klaviyo Data platform: Combines real-time shopping behavior, past purchases, engagement history, and marketing context to personalize every interaction; Coming soon: Later this year, the AI Agent will be able to process returns, update subscriptions, and edit shipping details.
It's also expanding to new channels like WhatsApp, RCS, SMS, and email--for seamless support wherever customers are. The Conversational AI Agent is just one part of the Klaviyo Service suite of products, designed to bring marketing and service together on one platform. As part of the broader Klaviyo Service beta, brands also gain access to: Customer Hub: A branded on-site destination where shoppers can track orders, view returns, and access personalized recommendations; Helpdesk: A centralized workspace where service teams share a real-time view of every customer, every order, and every conversation.
Teams can resolve issues faster, while also bringing service insights to marketing teams--such as pausing promotions when a customer has an unresolved ticket.
