Email marketing CRM Klaviyo empowers customers with new AI shopping agents

Klaviyo is a customer relationship management platform that is taking a major step forward by empowering its clients, typically consumer brand SME's, with AI-powered tools. These tools include conversational AI shopping agents, real-time customer data, and seamless service experiences.

It is part of a public beta that Klaviyo clients can join from today.

For its recent 2025 Online Shopping Report, Klaviyo surveyed 2,000 consumers across the US, UK, Australia, and New Zealand and, in a fortunate circumstance, they found results that validated the new product offering:

• 62% of respondents would prefer that while they are online shopping, that AI remember their preferences rather than having to re-explain them to a salesperson

• 46% are more comfortable sharing 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

The new Klaviyo conversational AI agent is powered by the Klaviyo Data Platform (KDP) and delivers clients personalised, always-on support using real-time session context, storefront knowledge, and marketing insights, all powered by the Klaviyo Data Platform (KDP).

Stripping away the sales jargon, the AI agents help shoppers move from discovery to purchase by answering their questions and  recommending products. The AI agent is a function built into Klaviyo's "Customer Hub," which gives allows its clients to personalise and control the shopping journey for signed-in consumers using their online store.

Being built into the Customer Hub, Klaviyo's AI agent is trained with the data on a brand’s storefront, including its product catalogue and FAQs. It also means that pre-existing Klaviyo customers with product catalogues, help content, and other information can go live with the AI agent functionality within minutes.

Klaviyo's promotional video explains what Customer Hub offers fairly well:

https://vimeo.com/1056802330?p=1s

“Consumers are increasingly comfortable shopping with AI,” said Grant Deken, head of product, Klaviyo Service.

“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 AI agents will be updated later in the year to process returns, update subscriptions, and edit shipping details. It’s will also be available on channels like WhatsApp, RCS, SMS, and email.

“We didn’t buy or bolt on Klaviyo Service, we built it from the ground up with the Klaviyo Data Platform at its core,” said Adil Wali, chief product officer at Klaviyo.

“Processing over 2 billion daily interactions across more than 7 billion profiles, that foundation gives brands a real-time, fully connected view of every customer across both marketing and service, making it possible to deliver faster, smarter support that actually drives growth.”

“As B2C brands look to drive more revenue from every customer touchpoint, unifying marketing and service is becoming a clear strategic advantage,” said Roger Beharry Lall, research director at IDC.

“Bringing these traditionally siloed functions together allows teams to deliver more personalised, connected experiences — and turn support interactions into opportunities for growth.”