C4.5: programs for machine learning
C4.5: programs for machine learning
Ontologies: a silver bullet for knowledge management and electronic commerce
Ontologies: a silver bullet for knowledge management and electronic commerce
Machine Learning
Fast Algorithms for Mining Association Rules in Large Databases
VLDB '94 Proceedings of the 20th International Conference on Very Large Data Bases
Computing Partial Data Cubes for Parallel Data Warehousing Applications
Proceedings of the 8th European PVM/MPI Users' Group Meeting on Recent Advances in Parallel Virtual Machine and Message Passing Interface
Predicting Customer Behavior in Telecommunications
IEEE Intelligent Systems
A novel evolutionary data mining algorithm with applications to churn prediction
IEEE Transactions on Evolutionary Computation
IEEE Transactions on Neural Networks
Toward a hybrid data mining model for customer retention
Knowledge-Based Systems
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This paper proposes an intelligent system for handling the customer retention task, which is getting important due to keen competition among companies in many modern industries. Taking wireless telecommunication industry as a target of research, our system first learns an optimized churn predictive model from a historical services database by the decision tree-based technique to support the prediction of defection probability of customers. We then construct a retention policy model which maps clusters of churn attributes to retention policies structured in a retention ontology. The retention policy model supports automatic proposing of suitable retention policies to retain a possible churner provided that he or she is a valuable subscriber. Our experiment shows the learned churn predictive model has around 85% of correctness in tenfold cross-validation. And a preliminary test on proposing suitable package plans shows the retention policy model works equally well as a commercial website. The fact that our system can automatically propose proper retention policies for possible churners according to their specific characteristics is new and important in customer retention study.