aiqbench analysis
This paper bridges the gap between high-performance predictive modeling and practical CRM adoption by integrating explainability tools like SHAP and LIME directly into telecommunications retention workflows. By demonstrating that interpretable models can match ensemble accuracy, the study provides a viable framework for converting opaque risk scores into actionable, personalized intervention strategies without sacrificing model performance.
Explainable Artificial Intelligence for Customer Churn Prediction in Telecommunications: A Framework for CRM Integration
arXiv:2608.26151v1 Announce Type: new Abstract: Subscriber attrition is a costly, persistent challenge for telecommunications providers, with monthly churn of roughly 1.9% in mature markets eroding billions in revenue annually. Predictive models can flag at-risk customers accurately, yet they are routinely excluded from frontline CRM workflows because high-performing ensemble and non-linear architectures are opaque: a retention specialist cannot design a personalised intervention from a probability score alone, without knowing why a subscriber is at risk. This paper addresses that gap. We benchmark four classifiers--Logistic Regression, Random Forest, XGBoost, and LightGBM--on the IBM Telco Customer Churn benchmark (7,043 records; 19 features; 26.5% churn, balanced to 50% via SMOTE on the training partition only). Logistic Regression attains the strongest AUC-ROC (0.8411) and LightGBM the highest accuracy (78.42%); all four fall within a 0.011 AUC band (0.831--0.841), and 5-fold cross-validation confirms the leading models are effectively tied. Explanations are delivered at two granularities: a global SHAP ranking identifying tenure, total charges, and month-to-month contract as the dominant churn signals, and instance-level SHAP and LIME decompositions that expose the drivers behind each prediction. Building on these outputs, we introduce a four-layer CRM integration architecture that converts risk scores and attribution vectors into tiered segmentation, maps top features to structured retention-action templates, and routes campaign outcomes into a retraining feedback loop. Targeting the highest-risk quintile is projected to cut overall churn by 3.3--5.3 percentage points, preserving an estimated $199K--$319K per campaign cycle.
Abstract:Subscriber attrition is a costly, persistent challenge for telecommunications providers, with monthly churn of roughly 1.9% in mature markets eroding billions in revenue annually. Predictive models can flag at-risk customers accurately, yet they are routinely excluded from frontline CRM workflows because high-performing ensemble and non-linear architectures are opaque: a retention specialist cannot design a personalised intervention from a probability score alone, without knowing why a subscriber is at risk. This paper addresses that gap. We benchmark four classifiers--Logistic Regression, Random Forest, XGBoost, and LightGBM--on the IBM Telco Customer Churn benchmark (7,043 records; 19 features; 26.5% churn, balanced to 50% via SMOTE on the training partition only). Logistic Regression attains the strongest AUC-ROC (0.8411) and LightGBM the highest accuracy (78.42%); all four fall within a 0.011 AUC band (0.831--0.841), and 5-fold cross-validation confirms the leading models are effectively tied. Explanations are delivered at two granularities: a global SHAP ranking identifying tenure, total charges, and month-to-month contract as the dominant churn signals, and instance-level SHAP and LIME decompositions that expose the drivers behind each prediction. Building on these outputs, we introduce a four-layer CRM integration architecture that converts risk scores and attribution vectors into tiered segmentation, maps top features to structured retention-action templates, and routes campaign outcomes into a retraining feedback loop. Targeting the highest-risk quintile is projected to cut overall churn by 3.3--5.3 percentage points, preserving an estimated $199K--$319K per campaign cycle.
Artificial Intelligence (cs.AI); Machine Learning (cs.LG)
arXiv:2608.26151 [cs.AI]
(or arXiv:2608.26151v1 [cs.AI] for this version)
https://doi.org/10.48550/arXiv.2608.26151 Focus to learn more arXiv-issued DOI via DataCite
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Full text under the publisher's open licence · 326 words
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