Customer Service and Experience Business Data Model: AI-Ready Edition

The Customer Service and Experience Business Data Model: AI-Ready Edition is for CIOs, architects and transformation leads who need to know what information customer service work runs on before an AI agent touches it. It covers 16 subject areas, 116 entities, 793 key attributes and 407 relationships. Every entity and key attribute is classified for sensitivity, with the AI uses and data-quality requirements an agent depends on. It is the data-model part of Business Architecture for Customer Service and Experience: AI Transformation Blueprint, sold on its own.

What's Inside

The same model comes in three files: the full model in Word, a workbook to filter and extend, and a guide to the scales and the license.

• 16 subject areas and 116 entities, each with a definition, its typical system of record, sensitivity class, AI uses and data-quality requirements
• 793 key attributes with sensitivity and AI relevance, and 407 relationships with cardinality
• Under each entity, the capabilities that need it and the agents that read it, by name and ID
• The Business Data Model (Word): every subject area and entity in full
• The workbook (Excel): subject areas, entities, attributes and relationships in sheets you can filter and extend
• The guide (Word): the scales the model refers to, the data foundation, and the license
• Free corrections, and new versions free for 180 days

Every file names your organization and carries your license ID.

The 16 Subject Areas

The 116 entities are grouped into 16 subject areas. The list gives what each holds and how many entities it has.

• Organization & Experience Strategy (7 entities): The organizational frame customer service works inside: business units, the customer experience strategy, service propositions, improvement initiatives, service locations and outsourced partners.
• Journeys & Service Design (6 entities): How customers move through the organization's service and where it lets them down: journeys, stages, touchpoints, pain points, service blueprints and the service standards that apply to them.
• Customers & Accounts (8 entities): Who the customer is and what they hold: customers, accounts, authorized representatives, product holdings and entitlements, with the account changes, account status decisions and payment arrangements made on their behalf.
• Channels & Interactions (6 entities): Every contact between a customer and the organization: service channels, interactions, contact reasons, queues, routing rules and public posts.
• Self-Service, Automated Conversations & Proactive Service (7 entities): Service the customer runs without a person or receives before they ask: self-service content, automated assistants, conversation flows, automated conversations, handoffs to a person, service disruptions and proactive notifications.
• Cases, Requests & Service Levels (9 entities): The work of resolving what a customer raised: cases, case activities, escalations, product defect referrals, service requests and their types, service level commitments, breaches and the service credits that follow.
• Knowledge & Customer Education (7 entities): What representatives, agents and customers know: knowledge articles, reviews and gaps, service policies, approved responses for sensitive situations, and the learning programs and sessions that educate business customers.
• Field Service & Installed Base (8 entities): Service delivered on site: field work orders, appointments, technicians, dispatch assignments, parts, installed products, warranty claims and site safety assessments.
• Onboarding & Customer Success (7 entities): Business customers from the sales handover to sustained adoption: handover records, onboarding plans, success plans, product usage signals, customer health assessments, retention risks and handoffs back to Sales.
• Complaints & Remedies (10 entities): Complaints and money returned to customers: complaints, investigations, responses, root causes and corrective actions, remedies, goodwill gestures, remedy approval limits, refund requests and billing disputes.
• Identity, Consent & Support Needs (8 entities): Who may act on an account and how the customer wants to be served: identity verification, impersonation referrals, service preferences, consent changes, contact restrictions, personal data requests, support need records and vulnerability indicators.
• Interaction Records & Service Data (6 entities): The service record itself and its upkeep: interaction summaries, recordings and transcripts, retention rules, customer record matches, data quality issues and access grants to people, partners and agents.
• Service Workforce Planning & Scheduling (6 entities): Planning and scheduling the service workforce: service staff, contact volume forecasts, staffing plans, work schedules, time-off requests and schedule adherence.
• Service Quality & Coaching (5 entities): How service quality is judged and improved: quality criteria, evaluations, challenges to evaluations, calibration sessions and coaching.
• Feedback, Measurement & Service Performance (9 entities): What customers say and how service performs: surveys, responses, feedback themes, closed-loop follow-ups, experience measure results, service measures and targets, cost-to-serve analyses and service investment cases.
• AI & Digital Labor Governance (7 entities): The records that keep AI in customer service accountable: AI systems, agents and their identities, action logs, AI decision records, validation records, human reviews and agent authority limits.

Who Uses It

Data owners and stewards, data architects, and AI and analytics engineers who need to know what an agent may read, how sensitive it is and how good it must be first; and business architects who link capabilities to data.

How It Fits With the Other Products

The capabilities named under each entity are defined in the Customer Service and Experience Capability Model: AI-Ready Edition. The agents are specified in Business Architecture for Customer Service and Experience: AI Transformation Blueprint, which contains this data model and adds the value streams, use cases, controls, an operating model and a roadmap. The Customer Service and Experience Value Streams are sold on their own too.