Improving customer satisfaction

Generating revenue with service

Reducing marketing costs

Boosting ROI with personalization

Increasing product discovery

1. Improving customer satisfaction with more efficient 1:1 support

Customers don’t always shop or ask for help during business hours. They browse, compare, and make purchases when it’s most convenient for them. And service teams can quickly get overwhelmed with the volume of requests from customers, especially during peak seasons.

Klaviyo’s recent omnichannel shopping survey found that consumers often engage with brands across categories in the evening, when traditional service teams may be done for the day. And according to Klaviyo’s 2025 future of consumer marketing report, 38% of consumers expect a customer service response within 4 hours, while 81% expect a response within 24 hours.

AI-powered customer agents meet these expectations by giving people instant, intelligent responses to their questions, 24/7.

AI agents excel at handling routine customer service inquiries like order status updates, shipping information, and basic product questions. In return, they free up time for your human support team to focus on complex issues that require emotional intelligence and creative problem-solving. It’s the best of both worlds: behind-the-scenes efficiency and real-time customer satisfaction.

And it’s not just about when. It’s also about where. Modern AI agents can handle interactions across multiple channels, from texting and WhatsApp to web chat and email—creating a seamless experience regardless of how customers choose to engage with your ecommerce brand.

This omnichannel approach makes sure that customers receive consistent, high-quality support whether they’re asking about sizing at 2 a.m. or need help with a return during their morning commute.

When support teams use AI to work more efficiently, customers may be more likely to:

• Engage with product recommendations.
• Find answers to pre-purchase questions that cause buying barriers.
• Get solutions to their problems faster, like instant help with order status and post-purchase needs.

AI for ecommerce brand example: Happy Wax, a natural home fragrance brand, saw a dramatic reduction in support tickets after implementing an AI customer agent. In just 90 days, over half of conversations handled by the AI agent “were fully resolved without any service team involvement,” says Rachel Fagan, VP of marketing at Happy Wax. 

AI for ecommerce pro tip: Advanced AI agents earn through every interaction and continuously improve their ability to provide accurate responses. Just make sure you’re training your AI agent on your brand’s personality, values, product catalog, customer personas, and company policies and procedures.

2. Driving revenue through conversational commerce

Historically, ecommerce businesses viewed customer service as a cost center—a necessary expense to keep customers happy. But AI is transforming this outdated belief by turning customer service into a revenue driver that operates around the clock.

AI-powered conversational commerce is reimagining the standard ecommerce funnel: browse, add to cart, check out. Modern customers want to shop the same way they communicate—through natural conversations that feel genuine and helpful, rather than scripted and robotic.

Klaviyo’s 2025 BFCM forecast supports this shift in customer preference: 62% of customers say they would prefer to shop with an AI assistant that remembers their purchase history rather than having to explain it all to a sales associate.

Consumers are looking to AI to make shopping easier. In Klaviyo’s AI shopping index, consumers cited these top benefits they’re looking for when using AI to shop:

• Finding the best deals and discounts: 37%
• Saving time: 16% 
• Getting personalized product recommendations: 14% 

Conversational commerce works by meeting customers where they are in their shopping journey. Instead of making customers navigate through complex product pages or search through endless options, AI agents can guide them through customized product selection like a knowledgeable salesperson who has access to their entire shopping history.

An AI agent that’s trained on your entire business ecosystem offers key capabilities like:

• “Add to cart” functionality directly within chat interfaces
• Real-time inventory checking
• Secure payment processing
• Order confirmation and tracking
• Personalized product recommendations and up-sells

For example, when someone abandons their cart, instead of sending a generic email reminder, an AI agent might initiate a conversation to understand why they didn’t complete their purchase. Maybe they have questions about sizing or fit, or concerns with shipping costs or timing. 

Even better, once the AI agent understands the reason for cart abandonment and solves the problem, they can help the customer buy products instantly without ever leaving the conversation.

AI for ecommerce pro tip: A conversational approach works particularly well for products that need a little bit of guidance. For example, if you’re selling skincare products that need to be matched to specific skin types, AI agents can ask a few simple questions (“What’s your skin type? Oily or dry?”) and give smart responses.

For the customer, this feels less like filling out a form and more like talking to a helpful salesperson. Now, they have the information they need to shop with confidence, add more to their cart, and probably complete their purchase.

3. Reducing marketing costs while launching campaigns faster

AI dramatically reduces the time and resources required to create effective ecommerce marketing campaigns while improving their performance.

According to Klaviyo’s AI trends report, over 80% of marketers say AI improves their productivity and performance at work. The report also found that 35% of marketers have increased productivity with AI tools, while 31% have experienced significant cost savings and resource optimization. 

With a boost from AI, smaller teams can pull off more comprehensive marketing efforts without massive budgets or huge teams. AI can help ecommerce marketers automate:

• Content creation: An AI marketing agent can analyze your website and launch your first form, set your must-have flows live, and create fully designed, on-brand campaigns.
• Idea generation: Stuck on what to send next? Use an AI marketing agent to brainstorm inspirational campaign ideas based on the latest industry, competitive, and seasonal trends.
• Creative updates: Use AI to edit existing images and even generate new creative assets that align with your brand guidelines, maintaining professional visual standards without requiring dedicated design staff for every campaign.
• Omnichannel marketing: Auto-create cohesive experiences across email, text messaging, WhatsApp, and push notifications to reach your audience where they’re most active.
• Campaign optimization: Use an AI marketing agent to continuously track trends, run tests, and automatically refine your targeting and messaging for your specific audiences.

4. Boosting marketing ROI with personalized experiences

AI transforms marketing from a broad-reach approach to precision targeting that delivers the right message to the right person at exactly the right moment. When you stop treating all your customers the same and start tailoring your marketing based on what they care about, you’ll typically see better results and avoid wasting money on messages that get deleted before they’re read.

Klaviyo’s BFCM forecast shows that personalization is a major driver for holiday shopping decisions. Among the top reasons guiding where consumers buy gifts: consumers are largely influenced by personalized suggestions based on their own interests and shopping history, plus smart suggestions matched to the people on their list.

It’s clear that shoppers want brands to really understand what they’re looking for and not just push generic products. AI can help analyze individual customer behavior patterns faster, optimizing every aspect of marketing delivery by:

• Intelligently segmenting your audience: Build segments in seconds with plain language. Simply describe who you want to target in plain language—like “people who engaged with text messages in the last 30 days” or “people who viewed a product but didn’t purchase in the last 60 days”—and AI builds the segment for you.
• Sending emails when customers actually read them: AI analyzes when each person typically opens their emails and then delivers messages at those times. 
• Reaching customers on their preferred channels: Some people love email, others texts, and some only engage on social media. AI-powered channel affinity figures out which channel each customer is most likely to engage with next and prioritizes accordingly, so your message lands where each person is most likely to notice it.
• Understanding what your customers are likely to do next: AI looks at browsing patterns, past purchases, and seasonal trends to predict what someone might want and when they’ll want it. This means you can send timely recommendations that are helpful rather than random.
• Testing smarter, not harder: Instead of splitting your audience into big groups for A/B testing, AI can create personalized messaging variations. Someone who responds to urgency might see the subject line “Only 3 left in stock,” while someone else gets an informative “Everything you need to know about [product].” It’s testing at scale, tailored to what works for each person.

AI for ecommerce brand example: Menswear brand Jordan Craig used AI-powered predictive analytics to optimize email timing across more than 40 customer segments. For customers approaching their predicted date of next order, the brand sends daily emails for two weeks before and after that date—resulting in strong conversion rates and contributing to 54% YoY growth in email revenue.

5. Increasing product discovery with intelligent recommendations

The expectation for personalized experiences continues to grow. According to Klaviyo’s future of consumer marketing report, 74% of customers expect more brands to provide personalized experiences in 2025.

Product recommendation engines have moved far past the basic “customers who bought this also bought that” approach. Today’s AI-powered recommendation systems create contextual suggestions that feel intuitive and helpful rather than pushy.

AI can give personalized product recommendations across multiple touchpoints:

• In conversations with AI agents: A customer asking about running shoes gets instant suggestions for moisture-wicking socks based on their previous athletic gear purchases.
• Within self-serve customer hubs: A customer who recently bought a winter coat sees an AI-powered “For You” page featuring scarves, gloves, and boots in colors that complement their purchase.
• Across marketing channels: With AI-powered dynamic content blocks, an email promoting new arrivals only shows dresses in sizes and styles the customer has previously purchased, not the entire catalog.
• During the shopping experience: When a customer adds a camera to their cart, the product page immediately suggests compatible memory cards, lens protectors, and camera bags they’re likely to need.

AI for ecommerce brand example: Intimates brand Thirdlove includes individual product feeds in the “For You” page within their customer hub. Here, customers can view and favorite items, get personalized product recommendations, and track and redeem loyalty points. For a brand that’s all about precise fit, down to the half-cup size, this feed matches customer interests while offering a better shopping experience in their ecommerce store. 

Build your ecommerce strategy with K:AI (Klaviyo AI)

The gap between AI-powered brands and traditional ecommerce brands is growing fast. If you’re not using AI yet, now is the time to start.

The good news is you don’t need to overhaul everything at once. Pick one area where you need the most help—whether that’s customer service, marketing campaigns, or personalization—and go from there. The goal is to build a system where AI learns from every interaction and improves over time.

K:AI (Klaviyo AI) gives you two AI agents that work together to help you handle both marketing and customer service. With K:AI Marketing Agent, you can:

• Get a custom, auto-generated, expert-driven plan based on your website—no brief required.
• Nurture customers with always-on flows and new campaigns every week.
• Pull in the latest industry, competitive, market, and holiday trends to stay relevant.

K:AI Customer Agent, meanwhile, handles the service side, helping you:

• Answer customer questions 24/7 across web chat, text, email, and, soon, WhatsApp.
• Recommend cross-sell products based on past purchases and even the current conversation.
• Capture the full context of customer conversations for a live agent to continue the conversation to drive forward.

Best of all: K:AI agents are powered by your data, which means every customer interaction that results from them is personalized and relevant.