Hybrid Artificial Neural Networks Using Customer Churn Prediction

The current wave of technologies with increased awareness among customers and retaining customers has a vital role in the growth of the company. A good indicator of service satisfaction of customers and service quality is customer churn. In order to enable the organizations to understand customers for churning, intelligible and accurate models are needed. There have been several techniques of data mining that were applied for the prediction of churn. The extensive research in Artificial Intelligence has made it feasible to study and learn the aspects accounting for such customer churn. The work presents effective solutions to all these challenging problems in Customer Churn Prediction (CCP). The study uses datasets in the telecommunication industry, the Artificial Neural Networks (ANN), and the Random Forests (RF) to determine the factors that influence consumer churn. A hybrid ANN-based work is proposed for predicting CCP. The results of the experiment proved that the proposed method achieves better levels of performance. The classification accuracy of ANN-4 hidden layers improves its result compared to RF and ANN-2 hidden layers. The maximum accuracy attained by ANN-2 hidden layers is 88.14% and by ANN-4 hidden layers is 90.34%.