Prediction of Telco Customer's Digital Adoption Using Machine Learning

Abstract

"The era of technology has been used in every other industry as well as in each of personal life of all human being in daily routing has made a huge impact from rapid growth of technologies. With these advancements of internet & wireless technologies, so as the telecommunication industry also put their effort on bringing modern technologies into the stage to enhance the user experience & satisfaction by providing cost effective, securable & fast responsive easy access through mobile & web platforms. The users are then enabled with the intention of decomposing the traditional ways of all kind of processes & activities by self-service technologies which facilitates the direct environment for the customer for registration, top-ups, making payments, managing transactions etc irrespective of the venue & time using those digital channels from a click a of few buttons for their connections either it is voice or data. This approach benefits both of the parties whether it is the service provider or as well as the customer. Though the technology has been evolving so rapidly, the adoption to digital channels through such as mobile apps, web sites & application, public KIOSK from user’s perspective is still questionable due to the various of factors such as demographic, engagement, transaction & behavior, psychographic information of the users. By encountering the facts, this paper forms the structure to discover the factors affecting the customers for the digital adoption and applying supervised machine learning approaches for predicting the propensity of them for adopting to the digital channels by exploring their associated features. So, the next set of sections more focuses on detail view of the research conducted."