Fuzzy Logic and Decision Making Applied to Customer Service Optimization

This record corresponds to the accepted manuscript (post-print) of the following journal article:

"Fuzzy Logic and Decision Making Applied to Customer Service Optimization"

This article presents a fuzzy logic–based decision-making framework to optimize customer service management by prioritizing interactions in contact centers. Building on the RFID model (Recency, Frequency, Importance, and Duration), the approach incorporates additional factors such as impact, urgency, emotional characteristics, waiting time, and workload. A 2-tuple linguistic representation combined with the Analytic Hierarchy Process (AHP) enables the unification of heterogeneous information and supports dynamic, real-time prioritization of customer interactions.

The final published version is available at the publisher’s website:
https://doi.org/10.3390/axioms12050448

This deposit is made for open access and dissemination purposes, in accordance with the publisher’s self-archiving policy.