Question and answer information determination method and device

The invention discloses a method and a device for determining question and answer information, which can be applied to the field of big data or finance. The method comprises the steps of obtaining an incoming line channel corresponding to a target customer and identity information of the target customer; determining a plurality of question and answer information items matched with the incoming channel of the target customer and the identity information of the target customer in a preset information comparison table; according to an input question of the target client, determining a first question and answer information item matched with the input question in the multiple question and answer information items; displaying the first question and answer information item, and identifying a target question and answer information item determined by the agent in the first question and answer information item; and sending output document information corresponding to the target question and answer information item to t