Class imbalance is one of many problems of customer churn datasets. One of the common problems is class overlap, where the data have a similar instance between classes. The prediction task of customer churn becomes more challenging when there is class overlap in the data training. In this research, we suggested a hybrid method based on tabular GANs, called CTGAN-ENN, to address class overlap and imbalanced data in datasets of customers that churn. We used five different customer churn datasets from an open platform. CTGAN is a tabular GAN-based oversampling to address class imbalance but has a class overlap problem. We combined CTGAN with the ENN under-sampling technique to overcome the class overlap. CTGAN-ENN reduced the number of class overlaps by each feature in all datasets. We investigated how effective CTGAN-ENN is in each machine learning technique. Based on our experiments, CTGAN-ENN achieved satisfactory results in KNN, GBM, XGB and LGB machine learning performance for customer churn predictions. We compared CTGAN-ENN with common over-sampling and hybrid sampling methods, and CTGAN-ENN achieved outperform results compared with other sampling methods and algorithm-level methods with cost-sensitive learning in several machine learning algorithms. We provide a time consumption algorithm between CTGAN and CTGAN-ENN. CTGAN-ENN achieved less time consumption than CTGAN. Our research work provides a new framework to handle customer churn prediction problems with several types of imbalanced datasets and can be useful in real-world data from customer churn prediction.

Credit score models are essential tools for evaluating creditworthiness and mitigating financial risks. However, the imbalanced nature of multi-class credit score datasets poses significant challenges for traditional classification algorithms, leading to poor performance in minority classes. This study explores the effectiveness of Generative Adversarial Network (GAN)-based oversampling methods, including CTGAN, CopulaGAN, WGAN-GP, and DraGAN, in addressing this issue. By synthesizing realistic data for minority classes and integrating it with majority class data, the study benchmarks these GAN-based methods across classical (KNN, Decision Tree, Logistic Regression) and ensemble machine learning models (XGBoost, Random Forest, LightGBM). Evaluation metrics such as accuracy and F1-score reveal that WGAN-GP consistently achieves superior performance, especially when combined with Random Forest, outperforming other methods in balancing dataset representation and enhancing classification accuracy. The results showed that WGAN-GP + RF achieved 0.873 in accuracy, 0.936 F1-score in the “good” class, 0.806 F1-score in the “poor” class, and 0.816 F1-score in the “standard” class. The findings underscore the potential of GAN-based oversampling in improving multi-class credit score classification and highlight future directions, including hybrid sampling and cost-sensitive learning, to address remaining challenges.

Obtaining a new customer is more expensive than predicting the churn probability of an existing customer. A high-performance model in churn prediction can help a company to reduce the cost of obtaining a new customer. Ensemble machine learning is one of the machine learning techniques that can be used in prediction problems. Many studies have shown ensemble machine learning achieves superior results. The main purpose of this study is to build a framework with several combinations of preprocessing techniques and an ensemble of two machine learning models, XGBoost and random forest. The dataset for this study is from a public dataset platform; the experiment uses two different sectors: telecom and insurance. This study achieved 0.850 F1-score in the telecom sector dataset and the insurance sector achieved 0.947 F1-score and 28 seconds in processing time. Compared with the latest work in the same dataset, our model achieved a greater effectiveness in F1-score performance and efficiency performance in dataset 1, but slower algorithm time in dataset 2.

Background: Imbalanced and overlapped data in customer churn prediction significantly impact classification results. Various sampling and hybrid sampling methods have demonstrated effectiveness in addressing these issues. However, these methods have not performed well with classical machine learning algorithms. Methods: To optimize the performance of classical machine learning on customer churn prediction tasks, this study introduces an extension framework called CostLearnGAN, a tabular generative adversarial network (GAN)-hybrid sampling method, and cost-sensitive Learning. Utilizing a cost-sensitive learning perspective, this research aims to enhance the performance of several classical machine learning algorithms in customer churn prediction tasks. Based on the experimental results classical machine learning algorithms exhibit shorter execution times, making them suitable for predicting churn in large customer bases. Results: This study conducted an experiment with six comparative sampling methods, six datasets, and three machine learning algorithms. The results show that CostLearnGAN achieved a satisfying result across all evaluation metrics with a 1.44 average mean rank score. Additionally, this study provided a robustness measurement for algorithms, demonstrating that CostLearnGAN outperforms other sampling methods in improving the performance of classical machine learning models with a 5.68 robustness value on average.

Class imbalance is one of many problems of customer churn datasets. One of the common problems is class overlap, where the data have a similar instance between classes. The prediction task of customer churn becomes more challenging when there is class overlap in the data training. In this research, we suggested a hybrid method based on tabular GANs, called CTGAN-ENN, to address class overlap and imbalanced data in datasets of customers that churn. We used five different customer churn datasets from an open platform. CTGAN is a tabular GAN-based oversampling to address class imbalance but has a class overlap problem. We combined CTGAN with the ENN under-sampling technique to overcome the class overlap. CTGAN-ENN reduced the number of class overlaps by each feature in all datasets. We investigated how effective CTGAN-ENN is in each machine learning technique. Based on our experiments, CTGAN-ENN achieved satisfactory results in KNN, GBM, and XGB machine learning performance for customer churn predictions. We compared CTGAN-ENN with common over-sampling and hybrid sampling methods, and CTGAN-ENN achieved outperform results compared with other sampling methods. We provide a time consumption algorithm between CTGAN and CTGAN-ENN. CTGAN-ENN achieved less time consumption than CTGAN. Our research work provides a new framework to handle customer churn prediction problems with several types of imbalanced datasets and can be useful in real-world data from customer churn prediction.