How AI agents handle ecommerce marketing and service
Generated by Klaviyo AI
AI agents for ecommerce are AI tools that do marketing and customer service work on a brand's behalf, with people setting the goals and approving the results. In Klaviyo, the agent-first operating system for B2C, Composer is the AI marketing agent: it analyzes performance, finds opportunities, and builds campaigns, flows, and segments for review. Customer Agent is the AI customer service agent: it answers shopper questions about orders, returns, and products across email, web chat, text, and WhatsApp.
- An AI marketing agent finds the opportunity, then builds the response: Composer reviews campaigns, flows, segments, and performance data to surface what needs attention, then drafts the campaign or flow to act on it, grounded in real customer data and 14+ years of marketing intelligence.
- An AI customer service agent answers shoppers in real time: Customer Agent works from the storefront, product catalog, policies, and full customer profile, and it resolved 86% of Naked Wardrobe's support conversations within 90 days.
- People stay in charge of what goes live: Nothing Composer builds goes live without human approval, and Customer Agent hands conversations that need a person to the support team with full context.
AI agents for ecommerce take marketing and customer service work off your team's plate, from building a product launch email to answering a shopper's order question at 2 a.m. They work on your brand's behalf while your team sets the goals and approves what goes out.
Most brands use two kinds:
- AI marketing agents analyze your performance, recommend what to change, and build the campaigns, flows, and segments to act on it.
- AI customer service agents answer shopper questions, recommend products, and resolve order issues across chat, email, and text messaging.
How useful either one is depends on what it knows––and that requires connecting these AI agents to your CRM, like Klaviyo.
An AI marketing agent, for instance, that can read your flows, segments, and revenue history can tell you which flow is underperforming and why. An AI customer service agent that knows a shopper's order history can answer "where's my order?" with the real tracking status, then suggest the right size for their next purchase.
Why AI agents for ecommerce matter
AI is already in most marketing stacks, but it usually works one task at a time: a subject line here, a product description there. The slow part is everything in between. Someone still has to pull the numbers, decide what to fix, build the segment, set up the flow, and check it before launch. On the service side, the same order-status and return questions arrive day after day.
AI agents take on that connected work. An AI marketing agent can go from "what needs attention this week?" to a drafted campaign that's ready for review. An AI customer service agent can resolve a return without a person stepping in.
Your team makes the calls only people can make: which customers matter most, what your brand sounds like, and what a good experience should feel like. That's where repeat customers come from, and it's the work agents give you more time for.
Why choose Klaviyo's AI agents for ecommerce
Klaviyo is the agent-first operating system for B2C. It gives you a marketing agent, Composer, and a customer service agent, Customer Agent, that work from the same real-time profile of each customer that powers your email, text messaging, and service conversations. Your team sets the goals and guardrails. The agents take the busywork.
Find where revenue is slipping before you go looking
Composer is Klaviyo's AI marketing agent, and a lot of its value shows up before you build anything. Ask "What should I focus on this week?" or "Audit my flows and tell me what needs attention." Composer works through your campaigns, flows, segments, forms, and performance data, then comes back with the highest-impact opportunity, why it matters, and what to do next. Citations show the data behind each answer, so you can check the reasoning before you act on it.
Go from a business goal to a campaign ready for review
Say you're launching a new product next month. Tell your marketing agent the launch date and the goal, and point it to the launch brief in Google Drive and the product details in Shopify.
Composer turns that into a plan for the campaigns and flows around the launch, builds the audience, and drafts each piece. The drafts land in the Klaviyo editor, where you can change any of it.
Your Brand Kit and brand context shape the copy and design, and campaigns Composer generates are grounded in real customer data and shaped by 14+ years of marketing intelligence.
Give your marketing agent the recurring work
Some of the most valuable marketing work is also the most repetitive: the Monday performance check, the pre-launch QA pass, the weekly report. Give Composer a standing instruction, like "Every Monday, review my campaigns and flows for anything that needs attention," and it runs the review on schedule and notifies you with what it found.
Save a process you repeat, like your launch QA checklist or reporting method, as a Custom Skill, and Composer follows it the same way next time without the full prompt. When Composer recommends a change, it prepares the change for you to review. Nothing goes live without your approval.
Answer shoppers the moment they ask
On the service side, Customer Agent is Klaviyo's AI customer service agent, and it already knows your customers. It learns from your storefront, product catalog, policies, help center, and customer profiles, then answers shoppers across email, web chat, text messaging, and WhatsApp in 100+ languages.
Pre-built skills cover the questions that fill a support inbox: order tracking, returns and exchanges, product recommendations, subscription changes, and loyalty. When a conversation needs a person, Customer Agent hands it to your team in Helpdesk or your current helpdesk with the full history attached, so no shopper has to repeat themselves.
Key features of Klaviyo's AI agents for ecommerce
Feature | Description | Available with Klaviyo |
|---|---|---|
Account-aware analysis | Composer analyzes your campaigns, flows, forms, segments, and performance, with citations for the data behind each answer | ✓ |
Campaign, flow, and segment generation | Describe the outcome you want in plain language, and Composer builds the audience and drafts the campaign or flow for your review | ✓ |
Brand and business context | Brand Kit, your customer data, and connections to tools like Google Drive and Shopify shape what Composer drafts | ✓ |
Recurring tasks and Custom Skills | Composer runs reviews on a schedule you set and reuses the processes you save as Skills | ✓ |
Human approval | You approve what your marketing agent prepares before anything goes live | ✓ |
24/7 customer service | Customer Agent answers shoppers across email, web chat, text messaging, and WhatsApp in 100+ languages | ✓ |
Pre-built service skills | Ready-made skills for order tracking, returns and exchanges, product recommendations, subscriptions, and loyalty, plus Agent Builder for your own | ✓ |
Human handoff | Customer Agent escalates to your support team with the full conversation and customer context | ✓ |
How to get started with Klaviyo's AI agents for ecommerce
To get started with Composer, Klaviyo's AI marketing agent:
- Get your brand context in order. Make sure your brand guidelines, compliance rules, and content guardrails are up to date. Composer uses them, along with your customer data and product catalog, as the foundation for on-brand work.
- Connect your store and tools. Link your ecommerce store so Composer can pull your product catalog, customer data, and brand assets, then connect the tools where your briefs and plans live.
- Start with a question or a goal. Ask what needs attention, or describe what you want in plain language: a product launch, a re-engagement series, or a seasonal promotion.
- Review what comes back. Composer returns its findings with citations, or a drafted campaign or flow with the audience, channels, and content, ready for your review.
- Refine in plain language. Describe any change, and your marketing agent updates the draft.
- Approve and launch. Nothing goes live until you approve it. If you'll run the same process again, save it as a Skill.
To get started with Customer Agent, Klaviyo's AI customer service agent:
- Activate Customer Agent. Go to Service > Customer Agent in Klaviyo and click "Get started." Customer Agent syncs automatically with your storefront.
- Add your knowledge sources. Supplement what Customer Agent knows with URLs from your help center, FAQ pages, or other documentation.
- Configure your handoff settings. Decide what happens when a question needs a person: create a ticket in Helpdesk or your connected helpdesk, or show a custom message with other ways to get help.
- Test in the playground. Ask Customer Agent questions the way a shopper would. Review its answers, find knowledge gaps, and add training where it needs it.
- Go live. Turn on Customer Agent in the channels you choose, like web chat, email, text messaging, or WhatsApp, and track performance from the overview dashboard.
Let your agents take the busywork, and put your team's time into the relationships that bring customers back.