Customer-Centric Decision-Making with XAI and Counterfactual Explanations for Churn Mitigation
In this paper, we propose a methodology designed to deliver actionable insights that help businesses retain customers. While Machine Learning (ML) techniques predict whether a customer is likely to churn, this alone is not enough. Explainable Artificial Intelligence (XAI) methods, such as SHapley Ad...
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| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
MDPI AG
2025-06-01
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| Series: | Journal of Theoretical and Applied Electronic Commerce Research |
| Subjects: | |
| Online Access: | https://www.mdpi.com/0718-1876/20/2/129 |
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