Abstract: This paper introduced the intelligent customer service and its key technologies, analyzed and summarized the application of intelligent customer service for Beijing-Zhangjiakou high-speed railway in 12306 Internet ticketing and reservation system (hereinafter referred to as 12306), such as customer service telephone, 12306 client-side, conductor and crew management assistant, entity robot, etc. The 12306 intelligent voice navigation system was piloted in Beijing Railway Customer Service Center, which verified the feasibility of the intelligent customer service applied to Beijing-Zhangjiakou high-speed railway.