Uncovering Insights by Comparing Machine Learning Algorithms for Customer Churn Analysis

Abstract

This study uses machine learning algorithms to analyse customer churn prediction and analysis. Churn prediction predicts customer attrition or the likelihood of a customer discontinuing their company relationship. The study explores the use of machine learning algorithms to predict customer churn and analyse the factors that contribute to it. Customer churn prediction and analysis is one of the essential factors to consider while building the customer relationship for any company. The competitive telecom market always demands better customer service and better product quality. Based on those service quality factors, whether the customers will continue the service or change to another service provider is decided. The dataset used in this study is from a fictional telecom company, 'Tel', obtained by the IBM developer platform. The dataset includes a churn mark label indicating whether or not the client left in the preceding month, along with other characteristics like account information, demographic data, and subscribed services.