Fuzzy Logic and Decision Making Applied to Customer Service Optimization

In the literature, Information Technology Infrastructure Library (ITIL) methodology recommends determining priority of incident resolution based on impact and urgency interactions. The RFID model, parameters Recency, Frequency, Importance Duration in incidents, provides an individual assessment a clustering customers these factors. We can improve traditional concept waiting queues for customer service management by using procedure that adds to evaluation provided such additional factors as Impact, Urgency Emotional character each interaction. If we also include aspects Waiting Time Contact Center Workload, have allows prioritizing interactions between dynamically real time. this paper propose apply model unification heterogeneous information 2-tuple linguistic evaluations, obtain global interaction applying Analytic Hierarchy Process (AHP), way be able dynamic process prioritization