Explainable Artificial Intelligence for Customer Churn Prediction in Telecommunications: A Framework for CRM Integration

Abstract

arXiv:2608.26151v1 Announce Type: new Abstract: Subscriber attrition is a costly, persistent challenge for telecommunications providers, with monthly churn of roughly 1.9% in mature markets eroding billions in revenue annually. Predictive models can flag at-risk customers accurately, yet they are routinely excluded from frontline CRM workflows because high-performing ensemble and non-linear architectures are opaque: a retention specialist cannot design a personalised intervention from a probabil