Klaviyo predicts AI voice shopping & smart returns

Klaviyo has set out a set of predictions for 2026 that focus on voice-led shopping, AI-driven customer service, automated returns and commerce that runs through connected devices such as wearables and household appliances.

The company said consumer behaviour already points to wider use of voice assistants and AI-led product discovery. It also said brands will formalise the use of AI agents in customer interactions and in internal workflows across commerce, marketing and service operations.

Voice commerce

Klaviyo said shoppers will move from using voice assistants for simple prompts to completing purchases through voice-led journeys. The company cited research that found 35% of consumers have already used a voice assistant to shop for or research products.

The company presented voice interaction as part of a broader shift in customer expectations for faster and more conversational engagement with brands. It said this shift will play out across marketing, sales and customer service, with voice acting as a front-end to search, product comparison and order placement.

Returns automation

Klaviyo said returns will become more automated, with AI systems handling refunds, labels, pick-ups and exchange suggestions. The company linked this to customer retention and to consumer expectations around convenience.

Retailers and brands have increased their focus on returns in recent years as online purchasing has grown and consumer behaviour has changed. Many have tightened policies or introduced fees in some markets, while others have invested in reverse logistics and fraud detection. Klaviyo's predictions point to a different emphasis in 2026, with more automation at the customer-facing point of the returns journey.

Connected devices

Klaviyo also pointed to everyday products and digital devices acting as commerce drivers. It highlighted scenarios where cars pay for fuel automatically, refrigerators reorder groceries and wearable devices prompt a follow-up action based on tracked habits.

The company framed this shift around purchases triggered by behaviour data rather than by a shopper's active search. That approach raises questions for brands around consent, customer data management and how marketing teams attribute a purchase to a channel when the interaction happens outside a web browser or app.

Value-seeking shoppers

Klaviyo said consumers will lean more heavily on AI tools and detailed comparisons as they manage budgets under economic pressure. It cited findings from its 2025 BFCM forecast that 81% of consumers say inflation is affecting their spending decisions now or will affect them in the future.

The company said this behaviour will increase demand for more transparent pricing, clearer product information and better-timed offers. It also suggested more shoppers will use AI to compress the research process, which could change how brands approach search marketing, product content and loyalty strategies.

AI agents

Klaviyo said brands will deploy AI agents as standard in 2026, particularly for tasks that keep customers moving through a buying journey. The company cited survey data that found 68% of consumers prefer AI over humans for quick answers and 56% prefer AI for personalised recommendations.

The company also described a future in which customer-side AI agents negotiate, compare and transact with brand-side AI agents. That would shift some interactions away from direct brand-to-consumer messaging and towards machine-mediated purchasing decisions, with implications for product discovery and differentiation.

Shopping concierges

Klaviyo said AI shopping assistants will take on a concierge-style role. It said consumers will increasingly trust AI to narrow choices and make personalised decisions based on remembered preferences, constraints and past behaviour.

Large technology companies and retailers already offer AI-based shopping features, including chat interfaces for product questions and recommendation tools. Klaviyo's prediction suggests broader adoption and deeper integration across the shopping journey, particularly for repeat purchases and for categories with high choice overload.

Ben Jackson, Managing Director EMEA at Klaviyo, said the company expects a rebalancing of human and automated work in marketing and customer service functions.

"This year, marketing and customer service success won't come from choosing between humans and AI," said Ben Jackson, MD EMEA at Klaviyo. "It'll come from knowing what matters most, when and how to use it to create more space for real connection, not less."

Klaviyo said it has published a wider set of predictions for the year, with an emphasis on how commerce, marketing and service teams adapt their operating models as voice, AI agents and connected devices become more central to customer experience.