Conversation processing method and system

The embodiment of the invention provides a dialogue processing method and system.The dialogue processing method comprises the steps that in response to an inquiry request sent by a target user, dialogue summary information associated with the target user is determined, the dialogue summary information is generated according to dialogue information between the target user and a customer service associated with the target user; and determining a target customer service for processing the inquiry request, and displaying the dialogue summary information to the target customer service. The target customer service can directly browse the dialogue summary information to know the historical communication condition between the target user and the customer service without browsing historical chat records, so that the time of the target customer service is prevented from being wasted in searching the historical chat records, the labor cost of the customer service is reduced, and the user experience is improved. And the