Conversational AI holds human-like conversations with people across web chat, text, email, and other messaging channels. Unlike traditional chatbots that rely on rigid, rules-based responses, conversational AI uses natural language processing and machine learning to understand context, intent, and nuance, so each interaction can feel personal and dynamic.
In customer service, conversational AI answers questions, recommends products, and helps resolve order issues without waiting for a person to step in. It also works on the marketing side. You describe a goal to a marketing agent in plain language, and it drafts the campaign for your approval.
What does conversational AI do?
Consumers expect fast, personalised support across the channels they use. According to Klaviyo's 2025 future of consumer marketing report, 74% of consumers expect brands to deliver more personalised experiences this year, and 81% expect a response within 24 hours after reaching out about a negative experience.
Conversational AI often handles these jobs:
- Supports customers at any hour: Conversational AI can answer questions, resolve routine issues, and guide shoppers 24/7, so people don't wait for help.
- Personalises each interaction: Conversational AI tailors recommendations, answers, and offers to each person's preferences and history.
- Supports buying decisions: Conversational AI can recommend products and answer purchase questions, so shoppers make more confident decisions.
- Matches your brand voice: When it's pre-trained on your website, help content, and product catalogue, conversational AI answers in language that fits your brand.
Key features of conversational AI
Conversational AI relies on features like these:
- Natural language understanding: Conversational AI interprets questions and intent in everyday language, so customers don't need to use exact keywords.
- Contextual awareness: Conversational AI references current customer activity, recent messages, and past interactions from the same customer profile your marketing agent uses, so responses are more accurate and relevant.
- Automatic problem resolution: Conversational AI resolves common questions about order status, returns, and shipping, within the guidelines your team sets.
- Omnichannel fluency: Conversational AI supports conversations across web chat, text, email, and messaging apps like WhatsApp, so customers can engage however they prefer.
- Escalation: When an enquiry is too complex, conversational AI hands it to a person on your team with the full conversation attached, so customers don't repeat themselves.
Benefits of conversational AI
Common benefits include:
- Faster response times: Customers get answers without waiting for an agent to become available.
- Greater operational efficiency: Conversational AI handles routine questions automatically, giving your team more time for complex conversations.
- Less friction in the buying process: Conversational AI answers questions about sizing, shipping, and product details while shoppers are still browsing, which can help them decide to buy.
- More sales opportunities: Each conversation is a chance to recommend products or highlight promotions that match the customer's interests.
Get started with Klaviyo, the agent-first operating system for B2C, and see how a customer service agent works from your customer profile.