The invention provides a voice interaction method and device and an express delivery service system. The method comprises the following steps: receiving a telephone call instruction of a client; acquiring voice information of the client, performing content identification on the voice information, and acquiring key information; searching target information related to the key information in the datasystem; and synthesizing the target information into voice and sending the voice to the client. According to the invention, when a customer dials a customer service hotline, a telephone can be directly accessed to the intelligent customer service, and the intelligent customer service carries out content identification according to the voice information of the customer, obtains key information, searches target information in a data system in an express service system and feeds back the target information to the customer. Compared with the prior art, the method is not limited by manual customerservice, the number of the manual customer service can be reduced, and the labor cost is saved. Meanwhile, tedious key operation is not needed, the intelligent customer service staff can feed back corresponding content to the customer according to the voice information of the customer, and the experience of the customer is improved.