Improving customer attrition prediction by integrating emotions from client/company interaction emails and evaluating multiple classifiers

Expert Systems with Applications

Volumn 36, Issue 3 PART 2, 2009, Pages 6127-6134

  Coussement, Kristof ^a   Poel, Dirk Van den ^a  

^a GHENT UNIVERSITY   (Belgium)

Author keywords

Call center email; Churn prediction; Classification; Random Forests; Subscription services; Support Vector Machines

Indexed keywords

DECISION TREES; ELECTRONIC MAIL; FORECASTING; REGRESSION ANALYSIS; SALES; SUPPORT VECTOR MACHINES;

BUSINESS ENVIRONMENTS; CALL CENTERS; CHURN PREDICTIONS; CLASSIFICATION TECHNIQUE; CUSTOMER INFORMATION; PREDICTIVE PERFORMANCE; RANDOM FORESTS; SUBSCRIPTION SERVICES;

CLASSIFICATION (OF INFORMATION);

EID: 58349110712     PISSN: 09574174     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.eswa.2008.07.021     Document Type: Article

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