Abstract: To cope with the surge in demand for railway passenger services and solve the problem of significantly increasing labor and operating costs in railway customer service centers, this paper integrated technologies such as voice recognition and MRCPv2 protocol implementation on the basis of the existing 12306 customer service system, designed a railway intelligent customer service system, and implemented functions such as intelligent voice navigation, intelligent quality inspection, and text robots. It has been operated in the customer service center of China Railway Beijing Group Co. Ltd. The operational results indicate that the system can effectively improve the efficiency and effectiveness of railway customer service centers, and reduce operating costs.