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Abstract

A system for identifying a root-cause of customer churn for churn prediction refinement. Customer transactions are analyzed to identify discriminating patterns that appear frequently in the transactions of customers who have churned and infrequent in the transactions of customers who have not churned. Attributes associated with the discriminating patters are the root-causes of customer churn. The attributes of customer transactions associated with the root-causes of customer churn are weighted. Churn prediction is performed on the updated customer transactions to obtain a second list of customers likely to churn. The first and second lists are compared to determine whether convergence has occurred. Upon convergence, the second list of customers likely to churn to a display device of a customer care agent so that those customers on the second list can be prioritized ahead of customers who are not likely to churn. Otherwise, the process repeats until convergence.

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First Claim