RFID: A Fuzzy Linguistic Model to Manage Customers from the Perspective of Their Interactions with the Contact Center

Abstract

In an increasingly globalized market, the relationship between the customer and the brand goes beyond the purchasing process. It is very important to understand the customer, to know their needs and to propose actions to increase the value of the brand for them. In the literature, there are several models capable of determining and segmenting customers according to variables dependent on the purchasing process. However, we have not found any study that applies to the business case of classifying customers according to their relationship with the contact centre. In this paper, we establish a working model that allows us to define the value of the customer in the process of interaction with the contact centre, so that we can propose actions both in the sales phase and during the post-sales service, so that the value and perception of the brand is increased. In this model, we propose using the value of recency, frequency, importance and duration of customer interactions with the post-sales service, thus obtaining a ranking, and grouping of customers to help establish personalized communication strategies. We have verified this model by presenting a business case applied to the telecom sector.

Group Decision-Making Model Based on 2-Tuple Fuzzy Linguistic Model and AHP Applied to Measuring Digital Maturity Level of Organizations

“…This section aims to provide a comprehensive theoretical framework for the research. To achieve this objective, the study will utilize the following models: the fuzzy 2-tuple linguistic model (LD2T), the analytic hierarchy process (AHP) and strategies for effectively managing heterogeneous information in the decision-making process [53].…”

Smart Cities and Citizen Adoption: Exploring Tourist Digital Maturity for Personalizing Recommendations

“…To achieve this, the study will incorporate the following models: the analytic hierarchy process (AHP) and the 2-tuple fuzzy linguistic model (LD2T). It will also incorporate strategies to effectively manage heterogeneous information in the decision-making process [46]. This integration of models will serve as the foundation for the proposed research, facilitating a deeper understanding and systematic analysis of the subject matter.…”

An Adaptive Control Algorithm Based on Q-Learning for UHF Passive RFID Robots in Dynamic Scenarios

“…In this paper, the cross-validation method is used to optimize the parameters of the KNN model. The value range of K is [1,14]; the distance weight can choose uniform and distance, uniform means that the distance weight is not considered, and distance means that the weight and distance are inversely relationship. Bring these two parameters into the above algorithm to obtain the optimal parameter combination.…”

“…UHF passive RFID technology has been widely used in various industries due to its advantages of low cost, long-distance, and rapid batch identification [1][2][3]. In large-scale application scenarios such as unmanned warehouses, clothing retail, and file management, the model of fixed parameters and the traditional statically deployed RFID systems no longer meet the performance requirements.…”