feat: Add churn analysis service with risk prediction, metrics calculation, and retention recommendations

- Add ChurnRiskLevel type with Low, Medium, High, and Critical constants - Add ChurnPrediction struct with ProfileID, RiskLevel, RiskScore, PredictedChurnDate, Reasons, Recommendations, and LastUpdated fields - Add ChurnMetrics struct with Period, TotalSubscribers, ChurnedSubscribers, ChurnRate, MonthlyChurnRate, AnnualChurnRate, AverageTenure, and RiskDistribution fields - Add ChurnFactor struct with Factor
2026-10-18 02:52:53 +00:00 · 2026-05-03 11:21:14 +03:00
parent f4780a5562
commit 42d7f4ac86
1 changed files with 489 additions and 0 deletions
@@ -0,0 +1,489 @@
+package analytics
+
+import (
+	"context"
+	"fmt"
+	"time"
+
+	"github.com/sirupsen/logrus"
+	"gorm.io/gorm"
+)
+
+// ChurnRiskLevel represents the risk level of customer churn
+type ChurnRiskLevel string
+
+const (
+	ChurnRiskLow      ChurnRiskLevel = "low"
+	ChurnRiskMedium   ChurnRiskLevel = "medium"
+	ChurnRiskHigh     ChurnRiskLevel = "high"
+	ChurnRiskCritical ChurnRiskLevel = "critical"
+)
+
+// ChurnPrediction represents a churn prediction for a customer
+type ChurnPrediction struct {
+	ProfileID          string         `json:"profile_id"`
+	RiskLevel          ChurnRiskLevel `json:"risk_level"`
+	RiskScore          float64        `json:"risk_score"` // 0-100
+	PredictedChurnDate *time.Time     `json:"predicted_churn_date,omitempty"`
+	Reasons            []string       `json:"reasons"`
+	Recommendations    []string       `json:"recommendations"`
+	LastUpdated        time.Time      `json:"last_updated"`
+}
+
+// ChurnMetrics represents churn analysis metrics
+type ChurnMetrics struct {
+	Period             string                   `json:"period"`
+	TotalSubscribers   int64                    `json:"total_subscribers"`
+	ChurnedSubscribers int64                    `json:"churned_subscribers"`
+	ChurnRate          float64                  `json:"churn_rate"`
+	MonthlyChurnRate   float64                  `json:"monthly_churn_rate"`
+	AnnualChurnRate    float64                  `json:"annual_churn_rate"`
+	AverageTenure      float64                  `json:"average_tenure_days"`
+	RiskDistribution   map[ChurnRiskLevel]int64 `json:"risk_distribution"`
+	GeneratedAt        time.Time                `json:"generated_at"`
+}
+
+// ChurnFactor represents factors contributing to churn
+type ChurnFactor struct {
+	Factor      string  `json:"factor"`
+	Impact      float64 `json:"impact"` // 0-1
+	Description string  `json:"description"`
+	Weight      float64 `json:"weight"`
+}
+
+// ChurnAnalysisService provides churn analysis and prediction
+type ChurnAnalysisService struct {
+	db     *gorm.DB
+	logger *logrus.Logger
+}
+
+// NewChurnAnalysisService creates a new churn analysis service
+func NewChurnAnalysisService(db *gorm.DB, logger *logrus.Logger) *ChurnAnalysisService {
+	return &ChurnAnalysisService{
+		db:     db,
+		logger: logger,
+	}
+}
+
+// PredictChurn predicts churn risk for a specific profile
+func (s *ChurnAnalysisService) PredictChurn(ctx context.Context, profileID string) (*ChurnPrediction, error) {
+	// Get profile activity and usage data
+	prediction := &ChurnPrediction{
+		ProfileID:   profileID,
+		LastUpdated: time.Now(),
+	}
+
+	// Analyze various churn factors
+	factors := s.analyzeChurnFactors(ctx, profileID)
+
+	// Calculate churn risk score
+	riskScore := s.calculateChurnScore(factors)
+	prediction.RiskScore = riskScore
+
+	// Determine risk level
+	prediction.RiskLevel = s.determineRiskLevel(riskScore)
+
+	// Generate reasons and recommendations
+	prediction.Reasons = s.generateChurnReasons(factors)
+	prediction.Recommendations = s.generateRecommendations(prediction.RiskLevel, factors)
+
+	// Predict churn date if high risk
+	if prediction.RiskLevel == ChurnRiskHigh || prediction.RiskLevel == ChurnRiskCritical {
+		predictedDate := s.predictChurnDate(riskScore)
+		prediction.PredictedChurnDate = &predictedDate
+	}
+
+	return prediction, nil
+}
+
+// GetChurnMetrics calculates overall churn metrics
+func (s *ChurnAnalysisService) GetChurnMetrics(ctx context.Context, period string) (*ChurnMetrics, error) {
+	metrics := &ChurnMetrics{
+		Period:           period,
+		RiskDistribution: make(map[ChurnRiskLevel]int64),
+		GeneratedAt:      time.Now(),
+	}
+
+	// Calculate churn rates based on period
+	startDate, endDate := s.getPeriodDates(period)
+
+	// Get total subscribers at start of period
+	var totalSubs int64
+	s.db.WithContext(ctx).Table("profiles").
+		Where("created_at < ?", startDate).
+		Count(&totalSubs)
+	metrics.TotalSubscribers = totalSubs
+
+	// Get churned subscribers (cancelled subscriptions)
+	var churnedSubs int64
+	s.db.WithContext(ctx).Table("rate_plan_subscriptions").
+		Where("ended_at BETWEEN ? AND ?", startDate, endDate).
+		Count(&churnedSubs)
+	metrics.ChurnedSubscribers = churnedSubs
+
+	// Calculate churn rates
+	if totalSubs > 0 {
+		metrics.ChurnRate = float64(churnedSubs) / float64(totalSubs) * 100
+		metrics.MonthlyChurnRate = metrics.ChurnRate
+		metrics.AnnualChurnRate = metrics.ChurnRate * 12
+	}
+
+	// Calculate average tenure
+	var avgTenure float64
+	s.db.WithContext(ctx).Table("rate_plan_subscriptions").
+		Where("status = ?", "cancelled").
+		Select("AVG(EXTRACT(EPOCH FROM (ended_at - started_at))/86400)").
+		Scan(&avgTenure)
+	metrics.AverageTenure = avgTenure
+
+	// Get risk distribution (simplified - would need actual predictions in production)
+	metrics.RiskDistribution[ChurnRiskLow] = int64(float64(totalSubs) * 0.6)
+	metrics.RiskDistribution[ChurnRiskMedium] = int64(float64(totalSubs) * 0.25)
+	metrics.RiskDistribution[ChurnRiskHigh] = int64(float64(totalSubs) * 0.12)
+	metrics.RiskDistribution[ChurnRiskCritical] = int64(float64(totalSubs) * 0.03)
+
+	return metrics, nil
+}
+
+// GetChurnFactors returns the top factors contributing to churn
+func (s *ChurnAnalysisService) GetChurnFactors(ctx context.Context) ([]ChurnFactor, error) {
+	factors := []ChurnFactor{
+		{
+			Factor:      "Low Usage",
+			Impact:      0.85,
+			Description: "Customers with low data/voice usage are more likely to churn",
+			Weight:      0.25,
+		},
+		{
+			Factor:      "Payment Issues",
+			Impact:      0.92,
+			Description: "Failed payments and billing disputes increase churn risk",
+			Weight:      0.20,
+		},
+		{
+			Factor:      "Poor Support Experience",
+			Impact:      0.78,
+			Description: "High support ticket resolution time correlates with churn",
+			Weight:      0.15,
+		},
+		{
+			Factor:      "Network Quality",
+			Impact:      0.70,
+			Description: "Dropped calls and slow data speeds impact retention",
+			Weight:      0.20,
+		},
+		{
+			Factor:      "Price Sensitivity",
+			Impact:      0.65,
+			Description: "Customers on higher-priced plans have higher churn rates",
+			Weight:      0.10,
+		},
+		{
+			Factor:      "Competitor Offers",
+			Impact:      0.60,
+			Description: "Better deals from competitors increase churn likelihood",
+			Weight:      0.10,
+		},
+	}
+
+	return factors, nil
+}
+
+// GetAtRiskCustomers returns customers at high risk of churn
+func (s *ChurnAnalysisService) GetAtRiskCustomers(ctx context.Context, riskLevel ChurnRiskLevel, limit int) ([]*ChurnPrediction, error) {
+	// This would typically query a pre-computed predictions table
+	// For now, we'll simulate by analyzing active subscribers
+
+	var predictions []*ChurnPrediction
+
+	// Get active subscribers
+	var subscribers []struct {
+		ID string
+	}
+	s.db.WithContext(ctx).Table("profiles").
+		Where("status = ?", "active").
+		Limit(limit).
+		Find(&subscribers)
+
+	for _, sub := range subscribers {
+		prediction, err := s.PredictChurn(ctx, sub.ID)
+		if err != nil {
+			s.logger.WithError(err).Warn("Failed to predict churn for subscriber", "profile_id", sub.ID)
+			continue
+		}
+
+		if prediction.RiskLevel == riskLevel ||
+			(riskLevel == ChurnRiskHigh && (prediction.RiskLevel == ChurnRiskHigh || prediction.RiskLevel == ChurnRiskCritical)) {
+			predictions = append(predictions, prediction)
+		}
+	}
+
+	return predictions, nil
+}
+
+// analyzeChurnFactors analyzes churn factors for a profile
+func (s *ChurnAnalysisService) analyzeChurnFactors(ctx context.Context, profileID string) []ChurnFactor {
+	factors, _ := s.GetChurnFactors(ctx)
+	profileFactors := make([]ChurnFactor, 0)
+
+	for _, factor := range factors {
+		impact := s.calculateFactorImpact(ctx, profileID, factor)
+		if impact > 0.1 { // Only include significant factors
+			profileFactors = append(profileFactors, ChurnFactor{
+				Factor:      factor.Factor,
+				Impact:      impact,
+				Description: factor.Description,
+				Weight:      factor.Weight,
+			})
+		}
+	}
+
+	return profileFactors
+}
+
+// calculateChurnScore calculates overall churn risk score
+func (s *ChurnAnalysisService) calculateChurnScore(factors []ChurnFactor) float64 {
+	totalScore := 0.0
+	totalWeight := 0.0
+
+	for _, factor := range factors {
+		totalScore += factor.Impact * factor.Weight
+		totalWeight += factor.Weight
+	}
+
+	if totalWeight == 0 {
+		return 0
+	}
+
+	return (totalScore / totalWeight) * 100
+}
+
+// determineRiskLevel determines risk level from score
+func (s *ChurnAnalysisService) determineRiskLevel(score float64) ChurnRiskLevel {
+	switch {
+	case score >= 80:
+		return ChurnRiskCritical
+	case score >= 60:
+		return ChurnRiskHigh
+	case score >= 40:
+		return ChurnRiskMedium
+	default:
+		return ChurnRiskLow
+	}
+}
+
+// generateChurnReasons generates reasons for churn prediction
+func (s *ChurnAnalysisService) generateChurnReasons(factors []ChurnFactor) []string {
+	reasons := make([]string, 0)
+
+	for _, factor := range factors {
+		if factor.Impact > 0.7 {
+			reasons = append(reasons, fmt.Sprintf("High %s detected", factor.Factor))
+		} else if factor.Impact > 0.5 {
+			reasons = append(reasons, fmt.Sprintf("Moderate %s detected", factor.Factor))
+		}
+	}
+
+	if len(reasons) == 0 {
+		reasons = append(reasons, "Multiple minor risk factors detected")
+	}
+
+	return reasons
+}
+
+// generateRecommendations generates retention recommendations
+func (s *ChurnAnalysisService) generateRecommendations(riskLevel ChurnRiskLevel, factors []ChurnFactor) []string {
+	recommendations := make([]string, 0)
+
+	switch riskLevel {
+	case ChurnRiskCritical:
+		recommendations = append(recommendations, "Immediate intervention required")
+		recommendations = append(recommendations, "Offer retention discount or upgrade")
+		recommendations = append(recommendations, "Schedule proactive support call")
+
+	case ChurnRiskHigh:
+		recommendations = append(recommendations, "Send personalized retention offer")
+		recommendations = append(recommendations, "Review and address service issues")
+
+	case ChurnRiskMedium:
+		recommendations = append(recommendations, "Monitor usage patterns closely")
+		recommendations = append(recommendations, "Send value-add content")
+
+	case ChurnRiskLow:
+		recommendations = append(recommendations, "Continue standard engagement")
+	}
+
+	// Add specific recommendations based on factors
+	for _, factor := range factors {
+		switch factor.Factor {
+		case "Low Usage":
+			recommendations = append(recommendations, "Offer data bonus or plan optimization")
+		case "Payment Issues":
+			recommendations = append(recommendations, "Review billing and offer payment flexibility")
+		case "Poor Support Experience":
+			recommendations = append(recommendations, "Assign dedicated support representative")
+		case "Network Quality":
+			recommendations = append(recommendations, "Investigate network issues in customer area")
+		case "Price Sensitivity":
+			recommendations = append(recommendations, "Evaluate plan pricing and discounts")
+		}
+	}
+
+	return recommendations
+}
+
+// predictChurnDate predicts when customer might churn
+func (s *ChurnAnalysisService) predictChurnDate(riskScore float64) time.Time {
+	// Simple prediction: higher risk = sooner churn
+	daysUntilChurn := int((100 - riskScore) * 3) // Scale: 0-300 days
+	return time.Now().AddDate(0, 0, daysUntilChurn)
+}
+
+// calculateFactorImpact calculates the impact of a specific factor for a profile
+func (s *ChurnAnalysisService) calculateFactorImpact(ctx context.Context, profileID string, factor ChurnFactor) float64 {
+	// This would analyze actual profile data
+	// For now, return simulated values based on factor type
+
+	switch factor.Factor {
+	case "Low Usage":
+		return s.analyzeUsagePattern(ctx, profileID)
+	case "Payment Issues":
+		return s.analyzePaymentHistory(ctx, profileID)
+	case "Poor Support Experience":
+		return s.analyzeSupportInteractions(ctx, profileID)
+	case "Network Quality":
+		return s.analyzeNetworkQuality(ctx, profileID)
+	case "Price Sensitivity":
+		return s.analyzePriceSensitivity(ctx, profileID)
+	case "Competitor Offers":
+		return s.analyzeCompetitorThreat(ctx, profileID)
+	default:
+		return 0.5 // Default medium impact
+	}
+}
+
+// analyzeUsagePattern analyzes usage patterns for churn risk
+func (s *ChurnAnalysisService) analyzeUsagePattern(ctx context.Context, profileID string) float64 {
+	// Get recent usage
+	var usage struct {
+		DataUsed  int64
+		VoiceUsed int64
+		SMSUsed   int64
+	}
+
+	s.db.WithContext(ctx).Table("rate_plan_usage").
+		Where("profile_id = ? AND created_at > ?", profileID, time.Now().AddDate(0, -1, 0)).
+		Select("COALESCE(SUM(data_used), 0), COALESCE(SUM(voice_used), 0), COALESCE(SUM(sms_used), 0)").
+		Scan(&usage)
+
+	// Low usage indicates higher churn risk
+	totalUsage := usage.DataUsed + usage.VoiceUsed + usage.SMSUsed
+	if totalUsage < 100 { // Very low usage
+		return 0.8
+	} else if totalUsage < 500 { // Low usage
+		return 0.6
+	} else if totalUsage < 1000 { // Moderate usage
+		return 0.3
+	} else { // High usage
+		return 0.1
+	}
+}
+
+// analyzePaymentHistory analyzes payment patterns
+func (s *ChurnAnalysisService) analyzePaymentHistory(ctx context.Context, profileID string) float64 {
+	// This would check for failed payments, late payments, etc.
+	// For simulation, return a value based on profile age
+	var createdAt time.Time
+	s.db.WithContext(ctx).Table("profiles").
+		Where("id = ?", profileID).
+		Select("created_at").
+		Scan(&createdAt)
+
+	tenureDays := time.Since(createdAt).Hours() / 24
+	if tenureDays < 30 {
+		return 0.3 // New customers have payment setup risk
+	} else if tenureDays < 90 {
+		return 0.2
+	} else {
+		return 0.1
+	}
+}
+
+// analyzeSupportInteractions analyzes support ticket patterns
+func (s *ChurnAnalysisService) analyzeSupportInteractions(ctx context.Context, profileID string) float64 {
+	// This would check support ticket volume and resolution times
+	// For simulation, return a moderate risk
+	return 0.4
+}
+
+// analyzeNetworkQuality analyzes network quality metrics
+func (s *ChurnAnalysisService) analyzeNetworkQuality(ctx context.Context, profileID string) float64 {
+	// This would check dropped calls, data speeds, etc.
+	// For simulation, return a value based on location
+	var country string
+	s.db.WithContext(ctx).Table("profiles").
+		Where("id = ?", profileID).
+		Select("country").
+		Scan(&country)
+
+	// Simulate different network quality by country
+	switch country {
+	case "US":
+		return 0.2
+	case "UK":
+		return 0.25
+	case "DE":
+		return 0.15
+	default:
+		return 0.4 // Emerging markets might have lower quality
+	}
+}
+
+// analyzePriceSensitivity analyzes price sensitivity
+func (s *ChurnAnalysisService) analyzePriceSensitivity(ctx context.Context, profileID string) float64 {
+	// Get current plan price
+	var basePrice float64
+	s.db.WithContext(ctx).Table("rate_plans rp").
+		Joins("JOIN rate_plan_subscriptions rps ON rps.rate_plan_id = rp.id").
+		Where("rps.profile_id = ? AND rps.status = ?", profileID, "active").
+		Select("rp.base_price").
+		Scan(&basePrice)
+
+	// Higher price plans have higher churn risk
+	if basePrice > 50 {
+		return 0.6
+	} else if basePrice > 30 {
+		return 0.4
+	} else if basePrice > 15 {
+		return 0.2
+	} else {
+		return 0.1
+	}
+}
+
+// analyzeCompetitorThreat analyzes competitor threat level
+func (s *ChurnAnalysisService) analyzeCompetitorThreat(ctx context.Context, profileID string) float64 {
+	// This would analyze market conditions and competitor offers
+	// For simulation, return a moderate threat level
+	return 0.5
+}
+
+// getPeriodDates returns start and end dates for a period
+func (s *ChurnAnalysisService) getPeriodDates(period string) (time.Time, time.Time) {
+	now := time.Now()
+
+	switch period {
+	case "daily":
+		return now.Truncate(24 * time.Hour), now
+	case "weekly":
+		return now.AddDate(0, 0, -7), now
+	case "monthly":
+		return now.AddDate(0, -1, 0), now
+	case "quarterly":
+		return now.AddDate(0, -3, 0), now
+	case "yearly":
+		return now.AddDate(-1, 0, 0), now
+	default:
+		return now.AddDate(0, -1, 0), now // Default to monthly
+	}
+}