Klaviyo has strengthened its AI CRM capabilities by acquiring the team and technology of Agency, an AI-native company. This move enhances Klaviyo AI CRM and expands its agent-driven platform. The company continues to focus on building advanced tools for customer engagement.
In accordance with the deal, Elias Torres will now be serving Klaviyo as the Chief Product Officer. He will manage the agent product suite consisting of Composer and Customer Agent. On the other hand, Andrew Bialecki will remain a co-CEO of the company.
Torres has more than two decades of expertise in the domain of customer engagement software. Specifically, he had earlier co-founded companies such as Drift and Agency. Previously, he had also been associated with Bialecki at Performable prior to its acquisition by HubSpot in 2011.
“Elias and I have always believed every customer should be treated like they’re the only one. Agents give us a powerful new way to deliver on that belief. At Klaviyo, we’ve spent years building the data and infrastructure needed to create deeply personalized customer experiences, and Composer and Customer Agent demonstrate what that foundation can enable,” said Andrew Bialecki, co-founder and co-CEO of Klaviyo. “Elias has been at the forefront of AI agents for support and sales for years, and he’s exactly the kind of technologist and builder I’ve always respected. Together we’re going to build on that momentum and enhance the experience our agents can provide for the businesses Klaviyo serves.”
Expanding AI-Powered Customer Engagement Capabilities
The AI CRM for the company already has agents like Composer and Customer Agent that operate at an advanced level. The Composer enables firms to create and optimize their marketing strategies with the help of their performance metrics. On the other hand, the Customer Agent works by directly communicating with the customers in real-time. This ensures that businesses get better results in terms of customer engagement. In addition to this, the company has developed a strong data infrastructure over the past decade.
“I’ve always been obsessed with transforming how businesses engage with their customers. At Agency, we built agents that proactively surface what customers need before they ask. But that’s only half the picture. By joining Klaviyo, I get the other half, an understanding of consumer behavior that nobody else has, and the ability to scale faster,” said Elias Torres. “Working with Andrew and the Klaviyo team, I get to push that further and change how millions of consumers experience the businesses they buy from.”
The purchase helps the company expand artificial intelligence capabilities by integrating Agency’s expertise with its advanced data platform. The deal is anticipated to close in the third quarter of 2026. As per the deal, the company will be purchasing the software and IP of Agency. After that, some of the key members of Agency will also come on board the company for further developments.
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News Source: Businesswire.com
