Payment Networks and Methods for Processing Support Messages Associated With Features of Payment Networks

• US 20160239846A1
• Filed: 02/12/2015
• Published: 08/18/2016
• Est. Priority Date: 02/12/2015
• Status: Active Application

• Current Assignee: Mastercard International Incorporated (MasterCard Incorporated)
• Original Assignee: Mastercard International Incorporated (MasterCard Incorporated)
• Inventors: Gordley, Jeffrey, Borgmeyer, Craig, Arvapally, Ravi Santosh, Lo Faro, Walter
• Application Number:
  US14/620,731
• Publication Number:
  US 20160239846A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 30/016 After-sales

Abstract

Networks and methods are provided for processing support messages related to one or more features of a payment network. In connection therewith, a support message is initially received from a customer of the payment network, including text related to an issue encountered by the customer with one or more features of the payment network. The text of the support message is normalized, and a score vector is assigned to the normalized support message. The score vector is indicative of a number of occurrences of multiple words in the normalized support message. A response message for the support message is then identified, based on the score vector, and transmitted to the customer.

Claims

1. A computer-implemented method of processing support messages related to one or more features of a payment network, the method comprising:

receiving a support message from a customer of the payment network, the support message including text related to an issue with one or more features of the payment network;

normalizing, by a computing device, the text of the support message;

assigning, by the computing device, a score vector to the normalized support message, the score vector indicative of a number of occurrences of multiple words in the normalized support message;

identifying, by the computing device, a response message for the support message based on the score vector; and

transmitting the identified response message to the customer.

2. The computer-implemented method of claim 1, wherein the support message includes subject text and body text;

and

wherein normalizing the support message includes merging the subject text and the body text into the text of the support message.

3. The computer-implemented method of claim 2, wherein normalizing the support message further includes stemming words included in the merged text of the support message.

4. The computer-implemented method of claim 1, wherein normalizing the support message includes, for each of multiple words in the text of the support message, removing the words when said words are included in a predefined list, except when said words are included in a subject text of the support message.

5. The computer-implemented method of claim 4, wherein normalizing the support message further includes one or more of:

purging the text of the support message of numeric characters, punctuation characters, and special characters, whereby only alphabetic characters remain in the text of the support message; and

converting alphabetic characters in the text of the support message to a common case character.

6. The computer-implemented method of claim 1, wherein identifying the response message includes matching, by the computing device, the score vector to a reference score vector associated with said response message.

7. The computer-implemented method of claim 1, wherein identifying the response message for the support message includes:

searching, in a data structure, for the score vector assigned to the support message, the data structure including a plurality of reference score vectors, each reference score vector associated with a response message; and

when the score vector assigned to the support message substantially matches one the plurality of reference score vectors, identifying the response message associated with said matching reference score vectors.

8. The computer-implemented method of claim 7, wherein the score vector assigned to the support message substantially matches one the plurality of reference score vectors when a match value of the score vector, when compared to the one of the plurality of reference score vectors, exceeds a predefined threshold value.

9. The computer-implemented method of claim 1, wherein the score vector includes a number of occurrences for each word in the normalized support message.

10. The computer-implemented method of claim 1, further comprising translating the support message from an original language to a predetermined language;

and

translating the response message to the original language, prior to transmitting the response message to the customer.

11. A payment network for use in processing support messages from customers related to one or more features of the payment network, the payment network comprising:

a memory including a data structure comprising multiple reference score vectors, each of the multiple reference score vectors associated with a response message addressing an issue related to one or more features of a payment network; and

a support engine coupled to the memory, the support engine configured to;

normalize a support message, received from a customer, the support message indicating an issue with at least one feature of the payment network;

assign a score vector to the normalized support message based on a number of occurrences of multiple words in text of the normalized support message; and

when the assigned score vector substantially matches one of the reference score vectors in the data structure, transmit the response message associated with the matched one of the reference score vectors to the customer.

12. The payment network of claim 11, wherein the memory further includes a predefined list of words;

and

wherein, in order to normalize the support message, the support engine is configured to remove each word included in the predefined list of words from the text of the support message.

13. The payment network of claim 11, wherein, in order to normalize the support message, the support engine is configured to:

remove all numeric characters, punctuation characters, and special characters from the text of the support message, such that only alphabetic characters remain; and

/or

convert the text of the support message to a common case.

14. The payment network of claim 13, wherein, in order to normalize the support message, the support engine is configured to stem the text of the support message, whereby at least one word in the text of the support message is replaced with a root word for that at least one word.

15. The payment network of claim 13, wherein, in order to normalize the support message, the support engine is configured to:

remove punctuation characters and special characters, included in a predefined list, from the text of the support message; and

/or

convert characters in the text of the support message to a common case.

16. The payment network of claim 11, wherein the assigned score vector substantially matches one of the reference score vectors in the data structure when a match value of the score vector, when compared to the one of the reference score vectors, exceeds a predefined threshold value.

17. A non-transitory computer readable media comprising computer-executable instructions that, when executed by at least one processor, cause the at least one processor to:

normalize a support message from a customer, the support message indicative of an issue encountered by the customer with one or more features of a payment network;

assign and store a score vector for the normalized support message, wherein the score vector includes a score for multiple words included in the normalized support message;

identify a response message, for the support message, based on the score vector; and

transmit the response message to the customer.

18. The non-transitory computer readable medium of claim 17, wherein the computer-executable instructions, when executed by the at least one processor, cause the at least one processor to identify the response message based on the score vector and a product associated with the customer.

19. The non-transitory computer readable medium of claim 17, wherein the computer-executable instructions, when executed by the at least one processor, cause the at least one processor, in order to normalize the support message, to:

remove special characters for the support message;

convert text of the support message to a common case;

for each word in the support message, remove the word when the word is included in a predefined stop list; and

/or

stem text of the support message.

20. The non-transitory computer readable medium of claim 17, wherein the multiple words to which scores are assigned as part of the score vector include less than all words in the normalized support message.