Knowledge Graphs As A Representational Layer For Agentic Ai In Customer Experience Decision Support

Organizations increasingly rely on behavioural, transactional, and service interaction data to understand and improve customer experience.However, enterprise analytics in this domain remain largely prediction-oriented, particularly in churn modelling, and provide limited support for diagnosis, explanation, and intervention design.This paper proposes an enterprise knowledge graph (KG) as a representational layer for agentic AI driven decision support.Drawing on Representation Theory and Organizat