Getting started with Klaviyo's AI Service Agent

You will learn

Learn how to activate Klaviyo's Service AI Agent, an AI-powered tool that provides instant support to your website visitors. The AI Service Agent ingests information from your Shopify store, and learns any additional information you provide, to answer shopper inquiries within the Chat tab of the Customer Hub interface.

Before you begin

To enable AI Service Agent, you must meet the following criteria:

1. Customer Hub is enabled and live on your site.
2. Web chat is enabled in your Customer Hub settings. 

About Klaviyo’s AI Service gent

Klaviyo’s AI Service Agent is a 24/7 virtual assistant tool that helps your site visitors quickly get answers to their questions as they browse your website. It automatically learns from your Shopify storefront and any additional knowledge you provide to reduce the volume of inquiries handled by your human support team.

The AI Service Agent acts as a first point of contact for support or sales questions. It answers questions from the Chat tab of the Customer Hub interface, and has the ability to:

• Provide tailored, real-time responses to inquiries (e.g., product-specific questions, store policies, and order support, etc.).
• Escalate questions it can’t answer to your support team or communicate alternative help options. 

Learn more about how the AI Service Agent learns.

Enable the AI Service Agent

To enable the AI Service Agent:

1. Navigate to Conversations > AI Agent in Klaviyo’s main navigation.
   
2. Click Get started to enable the AI Service Agent and join the beta. Klaviyo will begin automatically ingesting your Shopify storefront to train the AI Service Agent. This may take a few moments, but you can continue setting up while it syncs.
3. Select gear icon to choose how the AI Service Agent should handle questions it doesn’t know how to answer. This takes you to the AI Agent settings page.
   
4. Under Agent handoff, select one of the following:
   • Send to helpdesk: The AI Service Agent creates a new support ticket for the question in your helpdesk platform (Klaviyo Inbox, Zendesk, or Gorgias).

   • Send a message: Enter a custom message and any helpful links (e.g.,an email address to contact or directions to your help center).

     Only the helpdesk solutions listed above are supported for the Send to helpdesk option. If you use a different helpdesk provider, we recommend setting up a custom message instead to direct visitors on how or where they can get assistance. Learn more about support handoff settings.

     

5. Click the back arrow to return to the Setup page. Here, ask a question about one of your products or policies to test how well the AI Service Agent learned your website.
   • Tip: Converse with and ask a variety of sample questions a shopper might have, ranging from broad to specific. This helps you reveal any knowledge gaps you may want to train it on. 
     
6. If you are confident with the responses, click Turn on in the top right corner to activate the AI Service Agent to start responding to new inbound messages in the Customer Hub interface. If you’d like to continue testing or improve the AI Service Agent’s knowledge, continue with the rest of this guide for additional training and optimization tips.

Key features and best practices

Test and train your AI Service Agent

Your AI Service Agent learns by scraping your website’s pages, but it may not be able to answer every type of question right away. To ensure your AI Service Agent provides accurate and helpful responses, it’s important to test it by asking a variety of questions about your website in the preview environment (the Setup tab in Klaviyo). Test extensively before launching your AI Service Agent, and continue to test regularly after it goes live.

If you notice gaps during testing or want to proactively address common customer inquiries, you can improve your AI Service Agent’s knowledge by manually adding information in the Knowledge tab.

You can upload:

• Files
• Snippets
• Webpages

Learn more about how to test and train your AI Service Agent.

Note that the AI Service Agent uses your website to inform its tone and messaging in responses. Currently, you cannot customize the tone or style of the AI Service Agent directly. 

Expand its visibility/impact

When your AI Service Agent is live and trained to answer questions, increasing its visibility so customers are prompted to engage with it and learn it’s available there to answer their questions. Best practices for this include:

• Set web chat settings to All users so that any site visitor can engage with the AI Service Agent, not just authenticated visitors.
• Create and display FAQs on product pages. When a shopper clicks a question, the Customer Hub interface launches and the AI Service Agent answers in the Chat tab.
• Enable a hub launcher, which is a floating chat widget that opens the Chat tab when clicked.

Monitor the AI Service Agent’s conversations on the dashboard

All of the AI Service Agent’s conversations are recorded in your overview dashboard, along with key performance metrics such as Resolution rate and Routed to team rate. A low resolution rate or high handoff rate can indicate knowledge gaps and areas where your AI Service Agent may need additional training.

Review these metrics regularly, either weekly or monthly depending on your volume of customers engaging with the AI Service Agent, or more frequently if you are making significant updates to your website, products, or policies.

Additional resources

• Understanding how the AI Service Agent learns
• How to change your support handoff method
• Getting started with Customer Hub