Klaviyo releases public beta of AI-powered service suite for consumer brands

Klaviyo has unveiled Klaviyo Service, a new AI-driven support platform giving all brands access to personalised shopping agents and real-time customer data.

The announcement:

Klaviyo, the only CRM built for consumer brands, 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 personalised, 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 conversational AI agent is quickly trained with the data on a brand’s storefront – including its product catalogue and FAQs. It guides shoppers from discovery to purchase by answering common questions, recommending products, and removing friction at every step.

“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.”

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.
• Personalised by default: Trained on a brand’s product catalogue, policies, and FAQs. Responds 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 catalogue, 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 behaviour, past purchases, engagement history, and marketing context to personalise 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 your customers are.

A unified experience for marketing and service

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 personalised recommendations.
• Helpdesk: A centralised 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.

“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.”

Klaviyo customers can join the public beta starting today.

Source: Sling & Stone

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topics Adil Wali Grant Deken Klaviyo Klaviyo Service Roger Beharry Lall

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