With Klaviyo B2C CRM, AI-powered channel affinity is central to this approach. Channel affinity predicts the most effective channel mix for each person based on their past engagement. This empowers you to orchestrate smarter communications, starting on the channel where a customer is most likely to respond and following up intelligently on others.
Why it matters
Why Klaviyo
Key features
Get started
Why does AI customer engagement matter?
AI-driven customer engagement helps you create more thoughtful, coordinated messaging strategies. When you understand how and where each customer engages most actively, you can send messages that feel helpful and personal, not disruptive.
Here are just a few of the potential business outcomes:
- Better engagement: Reaching out on the channels people engage with most increases the likelihood that they’ll see and act on your messages.
- Stronger customer relationships: Relevant, timely communication builds trust and shows customers you understand them.
- Improved marketing efficiency: Maximize your budget by allocating sends to the most effective channel mix for each individual, reducing wasted effort on channels that drive less engagement.
Why choose Klaviyo for AI customer engagement?
With built-in AI that’s powered by all of your customer data, Klaviyo makes sophisticated AI customer engagement easy and accessible. Here’s what it helps you accomplish:
personalise interactions with unified data
Channel affinity’s predictions are fueled by Klaviyo Data Platform, which unifies real-time data from all your marketing and commerce tools. This means channel affinity is always based on the most current customer signals.
Predict the most effective channel mix
Channel affinity analyzes each customer’s behaviour to rank their most-engaged channels. Klaviyo stores these predictive insights in every profile, showing you at a glance whether you should lead with an email, a text, a push notification, or a WhatsApp message for greatest impact.
Automate cross-channel journeys
Channel affinity helps you build smarter segments and automated flows. With conditional splits, you can send customers down different paths based on their engagement patterns. For example, a price drop alert might start with a text message for highly engaged text subscribers and an email for others, creating a more tailored experience automatically.
Key features of Klaviyo’s AI customer engagement
| Feature | Description | Available with Klaviyo |
|---|---|---|
| Channel affinity | Each customer profile automatically updates with a ranked list of most-engaged channels (e.g., first, second, third), making it easy to see where to start your outreach. | ✔️ |
| Dynamic segmentation | Create segments based on channel affinity—for example, build a segment of “subscribers whose first engagement preference is SMS” for exclusive text offers. | ✔️ |
| Conditional splits in flows | Route customers down different paths in an automated flow based on their channel affinity. This allows you to prioritize a specific channel without excluding others, creating a coordinated cross-channel experience. | ✔️ |
How to get started with AI customer engagement
- To review channel affinity on a customer profile: Navigate to a subscriber’s profile and find the “Predictive analytics” card to see their ranked channel engagement preferences. Note that in order to use channel affinity, you need to have at least two channels active in your Klaviyo account, such as email and SMS.
- To build a segment using channel affinity: Go to “Lists & segments” > “Create new” > “Segment.” Select “Predictive analytics about someone” > “Predicted channel affinity” > “Engagement preference,” and set the channel and preference properties, such as people who engage with email first.
- To use channel affinity in a flow: Drag a conditional split component into an existing flow. Set the logic to check a customer’s channel affinity and send them down a “Yes” path for their top channel and a “No” path for others. For the “No” path, or after a time delay, send a follow-up message on the subscriber’s “second” engagement channel.
AI customer engagement is about creating smarter, more respectful marketing messages that drive actual results.