A Decade of Churn Prediction Techniques in the TelCo Domain: A Survey

Annalisa Barsotti · Gabriele Gianini · Corrado Mio · Jianyi Lin · Himanshi Babbar · Aman Deep Singh +2 more

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Customer churn and segmentation Customer Service Quality and Loyalty AI and HR Technologies

Abstract

Abstract This work surveys the research contributions of the last decade to the prediction of customer churn and adds a perspective toward what is yet to be reached. The main objective of this article is to report on (1) the methods and algorithms studied, the evaluation metrics adopted, and the results achieved, (2) the data used, and (3) the issues and limitations identified. Furthermore, the work highlights the gaps in the current literature and suggests a direction for future research.

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2019Customer churn prediction in telecom using machine learning in big data platform 2015A comparison of machine learning techniques for customer churn prediction 2019A Churn Prediction Model Using Random Forest: Analysis of Machine Learning Techniques for Churn Prediction and Factor Identification in Telecom Sector 2021Customer churn prediction system: a machine learning approach 2009Customer churn prediction by hybrid neural networks 2016Customer churn prediction in the telecommunication sector using a rough set approach 2008Model of Customer Churn Prediction on Support Vector Machine 2013Telecommunication subscribers' churn prediction model using machine learning

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