Apart from the factors recommended by TM Forum for subscriber churn, the machine learning model used for predicting subscriber churn includes these factors.
| Factor Type | Factor | Datasource (Object) |
|---|---|---|
|
Feedback Management Features  Note These features are available with
the Feedback Management - Starter license or the Feedback
Management - Growth license.
|
Sum of NPS: The difference between the percentage of promoters and detractors for each subscriber’s account. Participants who score 9 or 10 are considered as promoters. Participants who score less than 6 are considered as detractors. |
|
| Sum of CSAT: The average of all the CSAT scores for each subscriber’s contact. | ||
|
Sentiment Insights Features Note These features are available with
the Feedback Management - Starter license or the Feedback
Management - Growth license, and the Sentiment Insights
license.
|
Total Positive Score: The Overall Sentiment Score value in the AI Sentiment Result record when the Overall Sentiment Type is Positive. The AI Sentiment Result record associated with the contacts of your subscribers’ accounts is considered. | AI Sentiment Result |
| Total Negative Score: The Overall Sentiment Score value in the AI Sentiment Result record when the Overall Sentiment Type is Negative. The AI Sentiment Result record associated with the contacts of your subscribers’ accounts is considered. | ||
| Total Mixed Score: The Overall Sentiment Score value in the AI Sentiment Result record when the Overall Sentiment Type is Mixed. The AI Sentiment Result record associated with the contacts of your subscribers’ accounts is considered. | ||
| Total Neutral Score: The Overall Sentiment Score value in the AI Sentiment Result record when the Overall Sentiment Type is Neutral. The AI Sentiment Result record associated with the contacts of your subscribers’ accounts is considered. |