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

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.

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.