Explainable AI Based Approach For Broadband Customers' Churn Prediction

In the digital era, where seamless connectivity is the lifeblood of modern society, broadband internet service providers face the dual challenge of meeting the ever-increasing demands of consumers while ensuring consistent and reliable Quality of Service (QoS). The quest for superior customer satisfaction and the reduction of churn rates have become paramount in an industry marked by intense competition. To face these pressing industry challenges, this paper presents an innovative Explainable Artificial Intelligence (xAI) algorithm designed for the dual purpose of predicting customer churn due to poor network quality while providing an elucidation of the underlying causal factors. The algorithm's deployment equips providers with a toolkit to take informed and proactive actions, thus enabling enhanced service quality management and customer retention strategies.