作者位次 #4/4ACL 2026Poster· ACL Industry Track
Actionable Interpretability for Churn Classification: A Text Bottleneck Model Case Study at a Major Telecom Provider
Adrian Sauter · Vera Neplenbroek · Georgios Vlassopoulos · Gianluigi Bardelloni
摘要
In subscription-based businesses, understanding why a customer intends to churn is as vital as the classification itself. We present a casestudy at a large European telecommunications provider, where we implement Text Bottleneck Models (TBMs) for post-call churn classifica-tion. The TBM distills...