Klaviyo offers Review Sentiment AI, an opt-in feature within its Klaviyo Reviews add-on that automatically reads customer product reviews, classifies each one by topic (e.g., product fit, shipping, customer service) and sentiment (positive or negative), and surfaces emerging trends over time for brand owners to act on.

The system uses natural language processing (NLP) to analyze the full text of each incoming review, assign it a topic category based on the brand's industry, and label it positive or negative with a confidence score. Monthly, Klaviyo runs statistical analysis to identify significant shifts in sentiment by topic. Results are displayed in a dashboard within the Reviews performance tab. The feature is opt-in and requires several months of review history to activate trend analysis. It is part of the Klaviyo Reviews add-on, which starts at $25/month. Separately, Klaviyo Helpdesk also uses a large language model to score the sentiment of every incoming support ticket (0–10) to help route urgent cases.