Dialogue processing method and dialogue processing device

The invention provides a dialogue processing method and a dialogue processing device. The dialogue processing method comprises the steps of obtaining a query statement received by a service window; identifying a real business intention of the user from the query statement by using a shunt dialogue robot; determining a target service dialogue robot to which the user requests to access from the service dialogue robots according to the real service intention by using the shunting dialogue robot; and accessing the target business dialogue robot to the service window, and responding to the current round of dialogue of the user through the target business dialogue robot. Thus, through cooperation of the shunting conversation robot and each business conversation robot, the user can consult businesses corresponding to the plurality of business conversation robots through one service window, so that conversation between the user and the conversation robot is more convenient and efficient, and the problem that the user