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

The military environment generates a large amount of data of great importance, which makes necessary the use of machine learning for its processing. Its ability to learn and predict possible scenarios by analyzing the huge volume of information generated provides automatic learning and decision support. This paper aims to present a model of a machine learning architecture applied to a military organization, carried out and supported by a bibliometric study applied to an architecture model of a nonmilitary organization. For this purpose, a bibliometric analysis up to the year 2021 was carried out, making a strategic diagram and interpreting the results. The information used has been extracted from one of the main databases widely accepted by the scientific community, ISI WoS. No direct military sources were used. This work is divided into five parts: the study of previous research related to machine learning in the military world; the explanation of our research methodology using the SciMat, Excel and VosViewer tools; the use of this methodology based on data mining, preprocessing, cluster normalization, a strategic diagram and the analysis of its results to investigate machine learning in the military context; based on these results, a conceptual architecture of the practical use of ML in the military context is drawn up; and, finally, we present the conclusions, where we will see the most important areas and the latest advances in machine learning applied, in this case, to a military environment, to analyze a large set of data, providing utility, machine learning and decision support.

Time series forecasting of passenger demand is crucial for optimal planning of limited resources. For smart cities, passenger transport in urban areas is an increasingly important problem, because the construction of infrastructure is not the solution and the use of public transport should be encouraged. One of the most sophisticated techniques for time series forecasting is Long Short Term Memory (LSTM) neural networks. These deep learning models are very powerful for time series forecasting but are not interpretable by humans (black-box models). Our goal was to develop a predictive and linguistically interpretable model, useful for decision making using large volumes of data from different sources. Our case study was one of the most demanded bus lines of Madrid. We obtained an interpretable model from the LSTM neural network using a surrogate model and the 2-tuple fuzzy linguistic model, which improves the linguistic interpretability of the generated Explainable Artificial Intelligent (XAI) model without losing precision.

The literature related to Artificial Intelligence (AI) models and customer churn prediction is extensive and rich in Business to Customer (B2C) environments; however, research in Business to Business (B2B) environments is not sufficiently addressed. Customer churn in the business environment and more so in a B2B context is critical, as the impact on turnover is generally greater than in B2C environments. On the other hand, the data used in the context of this paper point to the importance of the relationship between customer and brand through the Contact Center. Therefore, the recency, frequency, importance and duration (RFID) model used to obtain the customer’s assessment from the point of view of their interactions with the Contact Center is a novelty and an additional source of information to traditional models based on purchase transactions, recency, frequency, and monetary (RFM). The objective of this work consists of the design of a methodological process that contributes to analyzing the explainability of AI algorithm predictions, Explainable Artificial Intelligence (XAI), for which we analyze the binary target variable abandonment in a B2B environment, considering the relationships that the partner (customer) has with the Contact Center, and focusing on a business software distribution company. The model can be generalized to any environment in which classification or regression algorithms are required.