In telecommunications, rising acquisition costs and high service parity make customer churn prediction vital for growth. Existing models, while accurate with static data, often lack real-time capability, individual-level explainability, and integration with CRM systems. We present REEF, a real-time framework that couples fairness-aware explainability with native CRM integration to turn churn scores into audited, business-actionable decisions. REEF unifies streaming ingestion, stacked learners, and per-decision attributions within a privacy-preserving, auditable pipeline that is designed for deployment rather than offline benchmarking.

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REEF: A Real-Time Ethical Ensemble Framework for Customer Churn Prediction in Telecommunications

  • Deshao Liu,
  • Justin Hui San Zhao

摘要

In telecommunications, rising acquisition costs and high service parity make customer churn prediction vital for growth. Existing models, while accurate with static data, often lack real-time capability, individual-level explainability, and integration with CRM systems. We present REEF, a real-time framework that couples fairness-aware explainability with native CRM integration to turn churn scores into audited, business-actionable decisions. REEF unifies streaming ingestion, stacked learners, and per-decision attributions within a privacy-preserving, auditable pipeline that is designed for deployment rather than offline benchmarking.