International Journal of Future Generation Communication and Networking

Vol. 14, No. 1, (2021), pp. 1482-1495

Customer Churn Prediction Using Machine Learning

D. Deepika1, Nihal Chandra2

Assistant Professor, Department of CSE, Mahatma Gandhi Institute of Technology, Hyderabad, Telangana,
INDIA1
Student, Mahatma Gandhi Institute of Technology,Hyderabad,Telangana,INDIA2
deshmukhdeepika@gmail.com1

ABSTRACT
Customers are the most important assets in any industry since they are considered as the main profit source.
Companies are working hard to survive in today’s competitive market depending on multiple strategies. Three
main strategies have been proposed to generate more revenues: (1) acquiring new customers, (2) upselling the
existing customers, and (3) increasing the retention period of customers. However, comparison of these
strategies has shown that retaining an existing customer costs much lower than acquiring a new one, in addition
to being considered much easier than the upselling strategy. To apply the third strategy, companies have to
decrease the potential of customer’s churn.Customer churn is a term that refers to the loss of a client or
customer—that is, when a customer ceases to interact with a company or business. Similarly, the churn rate is
the rate at which customers or clients are leaving a company within a specific period of time. Customer churn is
one of the most important concerns for large companies. Due to the direct effect on the revenues of the
companies, especially in the telecom field, companies are seeking to develop means to predict potential
customers that could churn. Therefore, finding factors that increase customer churn is important to take
necessary actions to reduce this churn.

A churn prediction model is developed in this project which can assist companies to predict customers who are
most likely to churn. It uses machine learning techniquessuch as Logistic Regression, Decision Trees, K-Nearest
Neighbors and Support Vector Machine algorithmsto identify the primary determinants of customer churn along
with the algorithm fit for such predictions.The dataset contains demographic details of customers, their total
charges and they type of service they receive from the company. Itcomprises of churn data of over 7000
customersspread over 21 attributes obtained from Kaggle. Further on this investigation, the usage of the above
mentioned algorithms is described for predicting customer churn.

To conclude, the results of the algorithmsfor predicting customer churn are outlined in the form of accuracy,
recall score, precision, f1scoreand kappa metrics using interactive graphs. The results show that month-to-month
contracts and the tenure of customers are most crucial attributes in predicting customer churn and an accuracy of
80.2% for Logistic Regression was the best.

INTRODUCTION

Customer retention is one of the primary growth pillars for products with a subscription-based business model.
Competition is tough in markets where customers are free to choose from plenty of providers even within one
product category. Several bad experiences – or even one – and a customer may quit. And if droves of unsatisfied
customers churn at a clip, both material losses and damage to reputation would be enormous.

Telephone service companies, Internet service providers, pay TV companies, insurance firms, and alarm
monitoring services, often use customer attrition analysis and customer attrition rates as one of their key
business metrics because the cost of retaining an existing customer is far less than acquiring a new one.
Companies from these sectors often have customer service branches which attempt to win back defecting
clients, because recovered long-term customers can be worth much more to a company than newly recruited
clients.

Companies usually make a distinction between voluntary churn and involuntary churn. Voluntary churn occurs
due to a decision by the customer to switch to another company or service provider, involuntary churn occurs
due to circumstances such as a customer's relocation to a long-term care facility, death, or the relocation to a
distant location. Analysts tend to concentrate on voluntary churn, because it typically occurs due to factors of

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 International Journal of Future Generation Communication and Networking
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the company-customer relationship which companies control, such as how billing interactions are handled or
how after-sales help is provided.

Churn rate is a health indicator for businesses whose customers are subscribers and paying for services on a
recurring basis. Customers (of subscription-driven businesses) opt for a product or a service for a particular
period, which can be rather short – say, a month. Thus, a customer stays open for more interesting or
advantageous offers. Plus, each time their current commitment ends, customers have a chance to reconsider and
choose not to continue with the company. Some natural churn is inevitable, and the figure differs from industry
to industry. But having a higher churn figure than that is a definite sign that a business is doing something
wrong.Since these models generate a small prioritized list of potential defectors, they are effective at focusing
customer retention marketing programs on the subset of the customer base thatis most vulnerable to churn.

Motivation
There are many things companies may do wrong, from complicated onboarding when customers aren’t given
easy-to-understand information about product usage and its capabilities to poor communication, e.g. the lack of
feedback or delayed answers to queries. Evenlongtime clients may feel unappreciated because they don’t get as
many bonuses as the new ones.In general, it’s the overall customer experience that defines brand perception and
influences how customers recognize value for money of products or services they use.Hence, this project uses
churn prediction models to predict customer churn so that the above shortcomings can be overcome for any
potential client by assessing their propensity of risk to churn.

Problem Definition
Managing customer churn is one major challenge facing companies, especially those that offer subscription-
based services. Customer churn (or customer attrition) is basically the loss of customers, and it is caused by a
change in taste, lack of proper customer relationship strategy, change of residence and several other reasons.If
businesses can effectively predict customer attrition, they can segment those customers that are highly likely to
churn and provide better services to them. Hence, a churn prediction model is developed in this project that uses
machine learning techniques such as Logistic Regression, Decision Trees, K-Nearest Neighbors and Support
Vector Machine algorithms to assist companies in predicting customers who are most likely to churn. In this
way, they can achieve a high customer retention rate and maximize their revenue.

Existing System
Many approaches were applied to predict churn in telecom companies. Most of these approaches have used
machine learning and data mining. For example, a churn prediction model for prepaid customers was developed
in telecom using fuzzy classifiers, Neural Networks, SVM Classifier, Ada Boost & RF techniques, which were
compared with a fuzzy nearest-neighbor classifier to predict an accurate set of churners on a real-time dataset of
prepaid telecom customers from south Asia. Another model utilized a CRM frame work using neural network
and data mining for the prediction of customer behavior in banking. An algorithm was also developed based on
click stream data of a website to extract information and tested the predictive power of the model based on data
such as number of clicks, repeated visits, repetitive purchases, etc. Nonetheless, these models raised a few
concerns which are to be addressed. The main drawbacks of existing systems include:

Most of them were suited only for applying suitable model and taking inference from predictions.None of them
focused on the attributes crucial towards customer churn.Focus was more towards comparison rather than
attributes determination.

Proposed System
The basic model for predicting future customer churn is data from the past. We look at data from customers that
already have churned (response) and their characteristics / behaviour (predictors) before the churn happened.
The dataset contains demographic details of customers, their total charges and they type of service they receive
from the company. It comprises of churn data of over 7000 customers spread over 21 attributes obtained from
Kaggle[2].By fitting statistical models that relate the predictors to the response, we will try to predict the
response for existing customers. This method belongs to the supervised learning category.

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Requirements Specification
Software Requirements

Hardware Requirements
RAM – 4GB minimum

Python
Python is a high-level, interpreted, interactive and object-oriented scripting languagecreated by Guido Rossum
in 1989. Python is designed to be highly readable. Its language constructs and object-oriented approach aim to
help programmers write clear, logical code for small and large-scale projects.It is ideally designed for rapid
prototyping of complex applications.

It has interfaces to many OS system calls and libraries and is extensible to C or C++. Python is dynamically
typed and garbage-collected. It supports multiple programming paradigms, including procedural, object-
oriented, and functional programming. Python programming is widely used in Artificial Intelligence, Natural
Language Generation, Neural Networks and other advanced fields of Computer Science.

Pandas
Pandas is a Python package providing fast, flexible, and expressive data structures designed to make working
with structured (tabular, multidimensional, potentially heterogeneous) and time series data both easy and
intuitive. It aims to be the fundamental high-level building block for doing practical, real world data analysis in
Python. Additionally, it has the broader goal of becoming the most powerful and flexible open source data
analysis / manipulation tool available in any language.

Pandas is well suited for many different kinds of data:

Tabular data with heterogeneously-typed columns, as in an SQL table or Excel spreadsheet Ordered and
unordered (not necessarily fixed-frequency) time series data. Arbitrary matrix data (homogeneously typed or
heterogeneous) with row and column labels

Any other form of observational / statistical data sets. The data actually need not be labeled at all to be placed
into a pandas data structure The two primary data structures of pandas, Series (1-dimensional) and DataFrame
(2-dimensional), handle the vast majority of typical use cases in finance, statistics, social science, and many
areas of engineering. For R users, DataFrame provides everything that R’s data.frame provides and much more.
pandas is built on top of NumPy and is intended to integrate well within a scientific computing environment
with many other 3rd party libraries.

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Matplotlib
Matplotlib is an amazing visualization library in Python for 2D plots of arrays. Matplotlib is a multi-platform
data visualization library built on NumPy arrays and designed to work with the broader SciPy stack. It was
introduced by John Hunter in the year 2002.

One of the greatest benefits of visualization is that it allows us visual access to huge amounts of data in easily
digestible visuals. Matplotlib consists of several plots like line, bar, scatter, histogram etc. For simple plotting
the pyplot module provides a MATLAB-like interface, particularly when combined with IPython. For the power
user, you have full control of line styles, font properties, axes properties, etc, via an object oriented interface or
via a set of functions familiar to MATLAB users.

Plotly
Plotly is an interactive, open-source, and browser-based graphing library for Python. Built on top of plotly.js,
plotly.py is a high-level, declarative charting library. plotly.js ships with over 30 chart types, including scientific
charts, 3D graphs, statistical charts, SVG maps, financial charts, and more. Plotly has got some amazing features
that make it better than other graphing libraries:

It is interactive by default

Charts are not saved as images but serialized as JSON, making them open to be read with R, MATLAB, Julia
and others easily Exports vector for print/publication Easy to manipulate/embed on web

Anaconda Navigator

Anaconda Navigator is a desktop graphical user interface (GUI) included in Anaconda® distribution that allows
you to launch applications and easily manage conda packages, environments, and channels without using
command-line commands. Navigator can search for packages on Anaconda Cloud or in a local Anaconda
Repository. It is available for Windows, macOS, and Linux.

Figure 1 Anaconda Navigator window on Windows operating system

Executing the code with Navigator

The simplest way is with Spyder. From the Navigator Home tab, click Spyder, and write and execute your code.

You can also use Jupyter Notebooks the same way. Jupyter Notebooks are increasingly popular systems that
combine your code, descriptive text, output, images, and interactive interfaces into a single notebook file that is
edited, viewed, and used in a web browser.

The Jupyter Notebook

The Jupyter Notebook is an open-source web application that allows you to create and share documents that
contain live code, equations, visualizations and narrative text. Uses include: data cleaning and transformation,
numerical simulation, statistical modeling, data visualization, machine learning, and much more.

The Jupyter notebook combines two components:

A web application: A browser-based tool for interactive authoring of documents which combine explanatory
text, mathematics, computations and their rich media output.

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Notebook documents: A representation of all content visible in the web application, including inputs and outputs
of the computations, explanatory text, mathematics, images, and rich media representations of objects.

Main features of the web application

In-browser editing for code, with automatic syntax highlighting, indentation, and tab completion/introspection.
The ability to execute code from the browser, with the results of computations attached to the code which
generated them.

Displaying the result of computation using rich media representations, such as HTML, LaTeX, PNG, SVG, etc.
For example, publication-quality figures rendered by the matplotlib library, can be included inline.

In-browser editing for rich text using the Markdown markup language, which can provide commentary for the
code, is not limited to plain text.

The ability to easily include mathematical notation within markdown cells using LaTeX, and rendered natively
by MathJax.

Figure 2 Jupyter Notebook Interface

LITERATURESURVEY
Potential research work carried out on various techniques for churn prediction in different areas such as telecom,
e-commerce, and banking etc. has been discussed inthefollowingparagraphs. Various researchers have employed
different mechanisms for predicting customer churn and to find out the most useful features used in the
prediction.

Muhammad Azeem, Muhammad Usman and A. C. M. Fongpublished a paper

titled“Achurnpredictionmodelfor prepaid customers in telecom using fuzzy classifiers”. In this paper, a fuzzy
based churn prediction model has been proposed and validated using a real data from a telecom company in
South Asia. A number of predominant classifiers namely, Neural Networks, Linear Regression, C4.5, Support
Vector Machines, AdaBoost, Gradient Boosting and Random Forest have been compared with fuzzy classifiers
to highlight the superiority of fuzzy classifiers in predicting the accurate set of churners. Parameters such as TP
rate & AUC were considered and enhanced using the model.

J. Vijaya and E. Sivasankar published a paper titled“An efficient system for customer churn prediction
through particle swarm optimization based feature selection model with simulated annealing”.It employs
particle swarm optimization (PSO) and proposes three variants of PSO for churn prediction namely PSO
incorporated with feature selection as its pre-processing mechanism, PSO embedded with simulated annealing
and finally PSO with a combination of both feature selection and simulated annealing. The proposed classifiers
were compared with decision tree, naive bayes, K-nearest neighbor, support vector machine, random forest and
three hybrid models to analyze their predictability levels and performance aspects. Experiments reveal that the
performance of meta-heuristics was more efficient and they also exhibited better predictability levels.

Matrin Fridrich published a paper titled “Hyper parameter Optimization of Artificial Neural Network in
Customer Churn Prediction” using Genetic Algorithm sine-commerce. The prediction model is developed to
identify customers at risk of defection. The proposed model leads to improved customer churn prediction ability
on the basis of parameters such as TP rate, FP rate, and accuracy. The analysis is carried out on labeled
ecommerce retail dataset describing 10,000 most valuable customers with the highest CLV (Customer Lifetime

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Value). To obtain the best performing ANN (Artificial Neural Network) classification model, the proposed
hyperparameter search space is explored with genetic algorithm to find suitable parameter settings. Explored
part of hyperparameter search space is analyzed with conditional inference tree structure addressing underlying
fundamental context of given optimization which results in identification of critical factors leading to well
performing ANN classification model.

Gordini and Veglio published a paper titled “Customers churn prediction and marketing retention strategies.
An application of support vector machines based on the AUC parameter-selection technique in B2Be-commerce
industry”. Parameters such as recentness, frequency, length, product category, failure, monetary, age,
profession, gender, request status etc. Were taken for performance comparison. The prediction power of the
proposed method was found to be better as compared to Linear Regression, Neural Networks & SVM especially
for noisy, imbalance & nonlinear data. Thus, their findings confirm that the data-driven approach to churn
prediction and the development of retention strategiesoutperforms commonly used managerial heuristics in B2B e-
commerce industry.

Femina Bahari and Sudheep Elayidom published a paper titled“An Efficient CRM-Data Mining Framework
for the Prediction of Customer Behaviour” in banking. The UCI dataset containing direct bank marketing
campaigns of Portuguese bank was taken. The model is used to predict the behaviour of customers to enhance
the decision-making processes for retaining valued customers. Two classification models, Naïve Bayes and
Neural Networks are studied and it was concluded that Neural Network was better than Naïve Bayes algorithm
for accuracy & specificity while Naïve Bayes was better than Neural Network algorithm for sensitivity, TPR,
FPR, and ROC area. Neural network classified 4007/514 & Naive Bayes classified 3977/544 instances
correctly/incorrectly.

CUSTOMER CHURN PREDICTION METHODOLOGY

The basic layer for predicting future customer churn is data from the past. We look at data from customers that
already have churned (response) and their characteristics / behaviour (predictors) before the churn happened. By
fitting a statistical model that relates the predictors to the response, the response for existing customers is
predicted. The overall scope of work to forecast customer attrition may look like the following:

Understanding a problem and final goal

• Data collection
• Data preparation and preprocessing
• Modeling and testing
• Model deployment and monitoring
• Understanding a problem and a final goal

It’s important to understand what insights one needs to get from the analysis. In short, you must decide what
question to ask and consequently what type of machine learning problem to solve: classification or regression.

Classification
The goal of classification is to determine to which class or category a data point (that is, customer) belongs to.
For classification problems, historical data is used with predefined target variables, that is, labels (churner/non-
churner) – answers that need to be predicted – to train an algorithm. With classification, businesses can answer
the following questions:

Will this customer churn or not?

Will a customer renew their subscription?

Will a user downgrade a pricing plan?

Are there any signs of unusual customer behavior?

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Regression
Customer churn prediction can be also formulated as a regression task. Regression analysis is a statistical
technique to estimate the relationship between a target variable and other data values that influence the target
variable, expressed in continuous values. The result of regression is always some number, while classification
always suggests a category. In addition, regression analysis allows for estimating how many different variables
in data influence a target variable. With regression, businesses can forecast in what period of time, a specific
customer is likely to churn or receive some probability estimate of churn per customer.

Data collection
Once kinds of insights to look for are identified, the data sources necessary for further predictive modeling can
be decided. The dataset used for this projectcontains demographic details of customers, their total charges and
they type of service they receive from the company. It comprises of churn data of over 7000 customers spread
over 21 attributes (described in Table 3.1) obtained from the Kaggle website.(as shown in Figure 3.1). It can be
used to analyze all relevant customer data and develop focused customer retention programs.

Figure 3 A snapshot of the dataset being used.

In the given Figure 3 each row represents a customer, and each column contains customer’s attributes described
on the column Metadata.

The data set includes information about:

Customers who left within the last month – the column is called Churn Services that each customer has signed
up for – phone, multiple lines, internet, online security, online backup, device protection, tech support, and
streaming TV and movies

Customer account information – how long they’ve been a customer, contract, payment method, paperless
billing, monthly charges, and total charges

Demographic info about customers – gender, age range, and if they have partners and dependents.

Modeling and Testing

The main goal of this project stage is to develop a churn prediction model. Specialists usually train numerous
models, tune, evaluate, and test them (as shown in the figure below) to define the one that detects potential
churners with the desired level of accuracy on training data.The following supervised machine learning models
have been used for predicting customer churn:

Logistic Regression
Logistic regression is a statistical model that in its basic form uses a logistic function to model a binary
dependent variable. Mathematically, a binary logistic model has a dependent variable with two possible values,
such as pass/fail which is represented by an indicator variable, where the two values are labeled "0" and "1".

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Figure 4 The binary logistic regression model basically gives you two possible values – 0/1, happy/sad and churn/not churn.

Logistic Function

Logistic regression is named for the function used at the core of the method, the logistic function.

The logistic function, also called the sigmoid function is an S-shaped curve (as shown in Figure) that can take
any real-valued number and map it into a value between 0 and 1, but never exactly at those limits.

Where e is the base of the natural logarithms and t value is the actual numerical value that you want to
transform.

Figure 6 Logistic Function

Decision Trees
Decision tree learning is one of the predictive modeling approaches that uses a decision tree (as a predictive
model) to go from observations about an item i.e. attribute (represented in the branches) to conclusions about the
item's target value i.e. churn or not (represented in the leaves). Tree models where the target variable can take a
discrete set of values are called classification trees; in these tree structures, leaves represent class labels and
branches represent conjunctions of features that lead to those class labels. Decision trees where the target
variable can take continuous values (typically real numbers) are called regression trees.This algorithm splits a
data sample into two or more homogeneous sets based on the most significant differentiator in input variables to
make a prediction. With each split, a part of a tree is being generated. As a result, a tree with decision nodes and
leaf nodes (which are decisions or classifications) is developed. A tree starts from a root node – the best
predictor.

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Figure 5 Basic structure of a decision tree

Prediction results of decision trees can be easily interpreted and visualized. Even people without an analytical or
data science background can understand how a certain output appeared. Compared to other algorithms, decision
trees require less data preparation, which is also an advantage. However, they may be unstable if any small
changes were made in data. In other words, variations in data may lead to radically different trees being
generated.

UMLDiagrams
Data Flow Diagram

Figure 7 Data Flow Diagram for Churn Prediction

The data flow diagram shownin Figure 3.8 shows the flow of data right from acquiring the dataset to model
building, extracting feature importance and comparison of model performances.

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Sequence Diagram

Figure 8 Sequence Diagram for Customer Churn Prediction

The sequence diagram shown in Figure 3.9shows the sequence of executing of various processes wiz. acquiring
dataset, preprocessing, feature extraction, predicting results and accuracy determination.

Activity Diagram

Figure 10 Activity diagram for implementation of Churn Prediction algorithm

The activity diagram shown in Figure 3.10 displays the flow of execution right from dataset gathering to
training the algorithm to feature evaluation and analysis of results.

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Collaboration Diagram

Figure 11 Collaboration diagram for Customer Churn Prediction

The collaboration diagram shown in Figure illustrates the relationships and interactions among the data and the
algorithm of the prediction model.

TESTING ANDRESULTS
Testing is a crucial phase that determines the quality of models used as well as the importances of all the
features under consideration. The algorithms used in this project have been rigorously tested based on various
factors including accuracy, recall, precision, f1 score and kappa statistic. Accuracy - It measures how many
observations, both positive and negative, were correctly classified.

Figure 12. From the above figure, it is clear that Logistic Regression has the highest accuracy of 0.802 while the KNN classifier
performed the worst with an accuracy of 0.699

Recall - It measures how many observations out of all positive observations, have we classified as positive.
Taking our customer churn example, it tells us how many churned customers we recalled from all the churned
customers.

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While optimizing recall, you want to make sure you have identified ALL the customers who could churn.

𝑭𝒐𝒓 𝒕𝒉𝒆 𝑺𝑽𝑴 𝑪𝒍𝒂𝒔𝒔𝒊𝒇𝒊𝒆𝒓,

Figure 13. From the above figure, it is clear that SVM classifier has the highest recall score of 0.798 while the Decision Tree has the
least recall score of 0.455

Model Performances
Logistic Regression

Figure 14. From the above classification report and ROC, the following information can be concluded:

Accuracy of 0.80 indicates that 80% of the customers were correctly classified.

Precision of 0.83 indicates that83% of the churned customers predicted by the model have actually churned.

Recall score of 0.91 indicates that the model was able to predict 91% of the actual churned customers as
churned.F1 score of 0.87 out of maximum of 1 indicates that the model performs really well.

The Area under Curve (AUC) of the Receiver Operating Characteristic(ROC) is 0.71 out of a maximum of 1
which again indicates thatthe model has a good performance.

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Figure 15. From the Logistic Regression algorithm, the above graph highlights the following points:

Attributes such as Contract_Two_year, Tenure_group_12-24 and InternetService_No contribute the most

towards churn. This implies that customers having a two-year contract with the company, or who have stayed
with the company for 12 to 24 months or have no internet service are more likely to leave the company.
Attributes such as Contract_Month-to-month, Tenure_group_48-60, Tenure_group_gt_60 and PaperlessBilling
contribute the least towards churn. This implies that customers having a monthly contract with the company, or
who have stayed with the company for more than 48 months or have enrolled for a paperless billing service are
more likely to stay with the company.

Attributes such as Partner, DeviceProtection and MultipleLines_Yes have negligible contribution in deciding
customer churn. This implies that having a partner or not, or the device protection service or not, or multiple
phone lines plays an insignificant role in estimating the likelihood of a custormer to leave the company.

Comparison of Models
A thorough comparison of algorithms based on the metrics mentioned above gives a comprehensive insight into
the performance and efficiency of each of them. Theirperformances can be summarized as follows:

Figure 16. Graphical summarization of the performances of all the algorithms used

Table 1.Comparison of Results

From the above table, we observe that the results predicted by the Logistic Regression algorithm are the most
efficient, evident from the high accuracy, precision, kappa metric and f1 score.

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Conclusion
Churn prediction is one of the most effective strategies used in telecom sector to retain existing customers. It
leads directly to improved cost allocation in customer relationship management activities, retaining revenue and
profits in future. It also has several positive indirect impacts such as increasing customer’s loyalty, lowering
customer’s sensitivity to competitors marketing activities, and helps to build positive image through satisfied
customers.

The results predicted by the Logistic Regression algorithm were the most efficient with an accuracy of 80.2%.
Therefore, companies that want to prevent customer churn should utilize this algorithm and remove features like
long term contracts and instead replace them with monthly or short term contracts, thereby giving them more
flexibility. Providing additional services such as device protection and multiple phone lines proves to be of little
value to customer attrition. Lastly, focusing on enhancing the experience of loyal customers who have stayed
with the company for long will prove worthwhile, ensuring their retention. The ability to identify customers that
aren’t happy with provided solutions allows businesses to learn about product or pricing plan weak points,
operation issues, as well as customer preferences and expectations to proactively reduce reasons for churn.

Future Work
An important area for future research is to use a customer profiling methodology for developing a real-time
monitoring system for churn prediction. Research dedicated to the development of an exhaustive customer
loyalty value would have significant benefits to industry. It is anticipated that the profiling methodology could
provide an insight into customer behaviour, spending patterns, cross-selling and up-selling opportunities.
Seasonal trends could be apparent if the same data was studied over a period of several years.

A comparative analysis of prediction model building time with respect to different classifiers could be done in
order to assist telecom analysts to pick a classifier which not only gives accurate results in terms of TP rate,
AUC and lift curve but also scales well with high dimension and large volume of call records data. As concrete
findings are related to the telecom dataset, other domains’ datasets might be subject for further exploration and
testing. Also, different and a greater number of performance metrics with respect to business context and
interpretability might be explored in future.

BIBLIOGRAPHY
1. Pavan Raj.Telecom Customer Churn Prediction, October 29th, 2018. Available:
https://www.kaggle.com/pavanraj159/telecom-customer-churn-prediction/
2. Dataset resource link. Available: https://www.kaggle.com/blastchar/telco-customer-churn
3. Azeem, M., Usman, M. & Fong, A.C.M. A churn prediction model for prepaid customers in telecom using fuzzy
classifiers. Telecommun Syst 66, 603–614 (2017).
4. Vijaya, J. & Elango, Sivasankar. An efficient system for customer churn prediction through particle swarm
optimization based feature selection model with simulated annealing. Cluster Computing. 22. 10.1007/s10586-
017-1172-1 (2017).
5. Fridrich, Martin. Hyperparameter optimization of artificial neural network in customer churn prediction using
genetic algorithm. 11. 9. 10.13164/trends.2017.28.9(2017).
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