Speech reply method and device

The invention relates to a speech reply method and device. The method comprises the following steps: when a first terminal of a customer service staff establishes connection relation with a second terminal of a user, obtaining the serial number of the customer service staff and target speech information input by the user through the second terminal; identifying the target speech information to obtain target word content information corresponding to the target speech information; searching a target problem matched with the target word content information in a preset text problem database; when the target problem is found, searching a target speech answer corresponding to the target problem from a speech sample database corresponding to the serial number of the customer service staff; and when the target speech answer corresponding to the target problem is found, outputting the target speech answer to the second terminal. Through the technical scheme, after the terminal of the customer service staff establishes