The invention relates to a 
robot customer service, and a customer service method and an intelligent customer 
service system thereof. The method comprises the following steps: identifying the content of a session message while receiving the session message from a customer 
client side; determining whether the session message can be autonomously processed or not according to the content of the session message; in the event of determining that the session message can be autonomously processed, extracting a response message matched with the content of the session message from a stored 
service resource, and sending the response message to the customer 
client side; in the event of determining that the session message cannot be autonomously processed or cannot be identified, setting the state itself in a subsequent session service of the customer 
client side to a session suspension state; and extracting a soothing response message matched with the content of the session message, sending the soothing response message to the customer 
client side, and sending the session message, which cannot be autonomously processed or cannot be identified, to the customer 
client side. By adopting the 
robot customer service method, the customer service effectiveness can be improved; and the user experience is improved.