EVALUATION AND TRAINING FOR ONLINE FINANCIAL SERVICES PRODUCT REQUEST AND RESPONSE MESSAGING

摘要

A method for evaluating an electronic response message by a financial services product vendor for an online electronic inquiry message from a consumer concerning a financial services product inquiry, the method comprising the steps of: receiving the online electronic inquiry message; identifying the inquiry content pertaining to each of the plurality of inquiry content categories; receiving the electronic response message; identifying the response content pertaining to each of the plurality of response content categories; scoring each of the response content of each of the plurality of response content categories using a scoring model; comparing the message reception timestamp and the message send timestamp; generating a response score by combining the quantitative score to the message send timestamp and the quantitative score to the assigned response content; and sending a score message representing the response score over the communications network for display on a user interface of the financial services product vendor.