Abstract: In view of the shortcomings of the existing railway customer service voice service system in terms of labor cost and service quality, this article applied intelligent voice recognition technology and knowledge base question and answer technology to design and implement an intelligent voice navagation system for railway customer service, which could reduce the labor cost and improve the efficiency and quality of railway customer service. The result of pilot application shows that the speech recognition accuracy of the system is more than 90%, and has good practicability.