Abstract: This paper proposed the overall framework of railway intelligent customer service, researched on key technologies of railway passenger service professional semantic understanding and processing, deep learning model and user portrait, solved the problems of high maintenance cost, limited service time, high training cost, busy line, human errors which were not conducive to control of railway 12306 Internet ticketing and reservation system.Research results show that the railway intelligent customer service can effectively improve the connection rate and customer satisfaction of the railway 12306 system, enhance railway user experience, establish a good social image of railway.