Klaviyo unveils AI marketing and customer service agents

Shared AI agents connect marketing and customer service

Klaviyo, provider of AI-powered customer relationship management software for consumer brands, has introduced new capabilities to its autonomous B2C CRM platform with the public beta launch of Composer, its AI marketing agent, alongside significant enhancements to Customer Agent. Together, the two AI agents share the same real-time customer data, allowing marketing and customer service teams to work from a unified customer profile while driving stronger revenue outcomes.

AI agents built around shared customer intelligence

While many companies have increased investments in artificial intelligence, achieving measurable returns has remained a challenge. Generic AI systems often lack access to the customer history, brand voice and behavioural context required to deliver highly personalised experiences.

Klaviyo's approach addresses this limitation by enabling Composer and Customer Agent to operate from a single customer record within its CRM platform. Instead of functioning as isolated tools, the agents continuously exchange insights generated through customer interactions.

When Customer Agent completes a support conversation, customer preferences, purchasing intent and product interests are written back into the CRM. Composer then uses this enriched data to create more targeted marketing campaigns. Likewise, customer engagement with Composer-generated campaigns helps Customer Agent personalise future service interactions.

This continuous exchange creates a learning cycle in which both AI agents become increasingly effective over time, improving customer experiences while identifying additional revenue opportunities.

Jamie Domenici, Chief Marketing Officer at Klaviyo, said: "Businesses aren't struggling because they lack AI tools - they're struggling because most AI can't act on the context that matters. The next era of consumer experiences will be defined by companies that can combine AI with deep customer understanding to move faster, personalize better, and turn customer insights into growth. Composer and Customer Agent help brands put that understanding to work."

Composer automates campaign discovery and execution

Composer has entered public beta with the objective of helping marketing teams identify their highest-impact opportunities while reducing the manual effort required to execute campaigns.

The AI agent performs comprehensive audits across live campaigns, customer segments and automated marketing flows, ranking opportunities based on potential revenue impact.

For example, Composer can detect abandoned cart campaigns that have become ineffective, welcome journeys where new customers disengage before making a purchase, or valuable customer segments that have not received marketing communications for extended periods.

After identifying an opportunity, Composer recommends improvements and automatically generates complete cross-channel marketing campaigns, including email and SMS messaging, audience targeting and content creation.

The platform draws on 14 years of customer data, campaign intelligence and best practices gathered from nearly 200,000 brands, while also incorporating each company's own customer signals and historical campaign performance. Campaigns remain subject to human review and approval before being launched.

Customer agent delivers personalised service using real-time customer data

Klaviyo has also expanded the capabilities of Customer Agent, which uses the same shared customer profile to personalise customer support interactions. Unlike traditional AI service tools that often respond without awareness of previous purchases, shopping carts or marketing interactions, Customer Agent uses the complete customer history to deliver more relevant recommendations and assistance.

The AI assistant is pre-trained using each brand's data, voice and operating policies, allowing organisations to deploy it without engineering work. It also includes pre-built capabilities for common retail support scenarios together with multilingual support.

Brands can further customise Customer Agent by describing new customer experiences using natural language prompts. For example, a sportswear retailer could request a "Find My Perfect Gear" experience, prompting the AI to generate product recommendation logic, customer questions and decision flows automatically.

The platform also continuously monitors its own performance, identifying interactions that fail to resolve customer issues and improving future responses accordingly.

AI that completes customer actions across multiple channels

Customer Agent extends beyond answering customer questions by completing actions through pre-built integrations and open APIs.

The AI can process returns, apply loyalty rewards and perform other customer service tasks directly rather than simply providing instructions. Once configured, it operates across web chat, email, SMS and WhatsApp, while also supporting custom customer engagement channels developed by individual brands.

www.klaviyo.com

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