Revolutionizing market surveillance: customer relationship management with machine learning
Xiangting Shi, Yakang Zhang, Manning Yu, Lihao Zhang · 2024
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Description
Xiangting Shi, Yakang Zhang, Manning Yu, and Lihao Zhang present a system that predicts which phone customers are about to leave. Their 2024 paper notes that older customer systems react slowly because their models stay fixed while customer habits keep changing.
The team joined three learning methods into one model and fed it a large telecom data set. The combined model sorted customers with high accuracy and beat simpler approaches. Plugged into a support tool, its output can guide staff toward offers that keep at-risk customers. The authors also weigh privacy and fairness, since such systems judge people from their data. They argue a churn tool must stay open about how it reaches each call.
Catalog record
| CREATOR | Xiangting Shi, Yakang Zhang, Manning Yu, Lihao Zhang |
|---|---|
| YEAR | 2024 |
| COLLECTION | PAPERS |
| FORMAT | TXT |
| FILE SIZE | 101 KB |
| VERSION | 1.0 |
| LICENSE | CC BY 4.0 |
| RIGHTS | CC BY |
| SOURCE | Europe PMC |