Improving customer satisfaction

Generating revenue with service

Reducing marketing costs

Boosting ROI with personalisation

Increasing product discovery

1. Improving customer satisfaction with more efficient one-to-one 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 become overwhelmed by 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 have finished 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 enquiries such as order status updates, delivery 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 ensures 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 create barriers to buying.
• Get solutions to their problems more quickly, such as 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 the 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 generate value 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 catalogue, customer personas, and company policies and procedures.

2. Driving revenue through conversational commerce

Historically, ecommerce businesses viewed customer service as a cost centre—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 e-commerce funnel: browse, add to basket, check out. Modern customers want to shop in 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 assistant.

Consumers are looking to AI to make shopping easier. In Klaviyo’s 2026 AI Consumer trends report, 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 personalised 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 customised 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 such as:

• “Add to basket” functionality directly within chat interfaces
• Real-time stock checking
• Secure payment processing
• Order confirmation and tracking
• Personalised product recommendations and upsells

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

Even better, once the AI agent understands the reason for basket 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 require a 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 provide intelligent responses.

For the customer, this feels less like filling out a form and more like talking to a helpful sales assistant. Now, they have the information they need to shop with confidence, add more to their basket, and are more likely to complete their purchase.

3. Reducing marketing costs while launching campaigns faster

AI dramatically reduces the time and resources required to create effective e-commerce 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 optimisation.

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

• Content creation: An AI marketing agent can analyse 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 inspiring 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: Automatically create cohesive experiences across email, text messaging, WhatsApp, and push notifications to reach your audience where they’re most active.
• Campaign optimisation: 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 personalised 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 personalisation is a major driver of holiday shopping decisions. Among the top reasons guiding where consumers buy gifts: people are largely influenced by personalised suggestions based on their own interests and shopping history, as well as smart recommendations tailored to the recipients 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 analyse individual customer behaviour patterns faster, optimising every aspect of marketing delivery by:

• Intelligently segmenting your audience: Create segments in seconds using plain language. Simply describe who you want to target in everyday language—such as “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 will build the segment for you.
• Sending emails when customers are actually likely to read them:AI analyses 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 prefer texts, and some only engage on social media. AI-powered channel affinity works out which channel each customer is most likely to engage with next and prioritises 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 large groups for A/B testing, AI can create personalised 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: Gourmet popcorn brand Garrett Popcorn uses AI-powered predictive analytics to target customers who are likely to reorder soon. They use Klaviyo’s predicted date of next order metric to build the segment, which drives four times higher revenue per recipient than Garrett’s campaigns overall.

5. Increasing product discovery with intelligent recommendations

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

Product recommendation engines have moved far beyond 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 provide personalised 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 has recently bought a winter coat sees an AI-powered “For You” page featuring scarves, gloves, and boots in colours that complement their purchase.
• Across marketing channels:With AI-powered dynamic content blocks, an email promoting new arrivals only shows dresses in the sizes and styles the customer has previously bought, rather than the entire catalogue.
• During the shopping experience: When a customer adds a camera to their basket, 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 on the “For You” page within their customer hub. Here, customers can view and favourite items, get personalised 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 e-commerce strategy with K:AI (Klaviyo AI)

The gap between AI-powered brands and traditional e-commerce 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 personalisation—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 manage both marketing and customer service. With the K:AI Marketing Agent, you can:

• Get a custom, auto-generated, expert-led plan based on your website—no brief required.
• Nurture customers with always-on flows and new campaigns every week.
• Draw on the latest industry, competitor, market and seasonal 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 so a live agent can seamlessly continue the discussion and move it forward.

Best of all, K:AI agents are powered by your data, which means every customer interaction they generate is personalised and relevant.