Routing incoming service messages to service representatives

One or more servers are provided for processing incoming service messages for customers which are account holders of accounts that are managed at least in part by a service provider. An incoming service message may be received from a user device via a network. The incoming service message may include free-form input data (e.g. free-form text data or free-form audio data). The free-form input data may be processed to determine one or more intent classifiers and/or one or more emotion classifiers using artificial intelligence, e.g. a natural language understanding function. A service department identifier may be selected based on at least the one or more intent classifiers or the one or more emotion classifiers. A message may be sent to a selected service representative identifier associated with the selected service department identifier, where the message includes an identifier for identifying information associated with the incoming service message.