Systems and Methods for Processing Support Messages Relating to Features of Payment Networks

A system for use in processing a request, from a user, for support relating to one or more features of an application available to the user, the system comprising:

• a memory including a data structure comprising multiple reference values, each of the multiple reference values associated with a response addressing an issue related to one or more features of an application;
• and
• an engine coupled to the memory, the engine configured to:
• normalize text included in a request received from a user via an interactive interface, the text included in the request describing an issue related to one or more features of an application available to the user;
• assign a value to the request based on the normalized text;
• when the value assigned to the request substantially matches one of the reference values in the data structure, transmit the response associated with the matched one of the reference values to the user via the interactive interface;
• and
• when the value assigned to the request does not substantially match one of the reference values in the data structure, request additional information from the user, via the interactive interface, relating to the issue described by the user in the request.

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

• display an interactive interface to a user;
• normalize text included in a request received from a user via the interactive interface, the text included in the request describing an issue related to one or more features of a payment application available to the user through a payment service provider;
• assign and store a value to the request based on the normalized text;
• search, in a data structure, for the value assigned to the request, the data structure including a plurality of reference values each associated with a response;
• and
• when the value assigned to the request substantially matches one of the reference values in the data structure, transmit the response associated with the matched one of the reference values to the user via the interactive interface.