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

K. Coussement and Dirk Van den Poel
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K. Coussement: LEM - Lille - Economie et Management - Université de Lille, Sciences et Technologies - CNRS - Centre National de la Recherche Scientifique

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Keywords: Churn prediction; Subscription services; Call center email; Classification; Random Forests; Support Vector Machines (search for similar items in EconPapers)
Date: 2009
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Citations: View citations in EconPapers (16)

Published in Expert Systems with Applications, 2009, 36 (3), pp.6127-6134. ⟨10.1016/j.eswa.2008.07.021⟩

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Working Paper: Improving Customer Attrition Prediction by Integrating Emotions from Client/Company Interaction Emails and Evaluating Multiple Classifiers (2008)
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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:halshs-00581595

DOI: 10.1016/j.eswa.2008.07.021

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