EVALUATION AND TRAINING FOR ONLINE VEHICLE REQUEST AND RESPONSE MESSAGING

摘要

A method for evaluating an electronic response message by a vehicle product vendor for an online electronic inquiry message from a consumer concerning a vehicle 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; comparing a message reception timestamp and a 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.

主权项

1. A method for evaluating an electronic response message by a vehicle product vendor for an online electronic inquiry message from a consumer concerning a vehicle product inquiry, the method comprising the steps of:
receiving the online electronic inquiry message over a communications network, the electronic inquiry message containing inquiry content and a message reception timestamp, the inquiry content including a plurality of inquiry content categories associated with vehicle inquiries; identifying the inquiry content pertaining to each of the plurality of inquiry content categories by comparing the inquiry content to a definition of each of the plurality of inquiry content categories; receiving the electronic response message over a communications network, the electronic response message pertaining to the electronic message inquiry, the electronic response message containing response content including a plurality of response content categories associated with vehicle inquiries and a message send timestamp; identifying the response content pertaining to each of the plurality of response content categories by comparing the response content to a definition of each of the plurality of response content categories and assigning portions of the response content when identified 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 by assigning a quantitative score to the assigned response content of each of the plurality of response content categories, the qualitative scores based on at least one of whether the response content being present for a selected response content category and a degree of detail of the response content relative to the definition of the assigned response category; comparing the message reception timestamp and the message send timestamp and assigning a quantitative score to the message send timestamp based on a magnitude difference between 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 vehicle product vendor.