The invention provides a work order processing method, device and system, which relates to the field of computers, and can automatically recommend the most similar historical work order according to the type and keyword characteristics of a to-be-processed work order and determine a solution corresponding to the historical work order. The system comprises a first database, wherein the first database is used for storing a plurality of historical work orders and processing schemes corresponding to the historical work orders; and a model training module used for carrying out work order classification model training according to the at least one historical work order to generate a work order classification model, and a work order recommendation module used for determining the work order type of the to-be-processed work order according to the work order classification model, and a work order recommendation module also used for carrying out similar work order matching on the to-be-processedwork orders according to the work order types of the to-be-processed work orders and determining the first work order with the highest matching degree, and a work order recommendation module also usedfor determining the processing scheme of the first work order as the processing scheme of the to-be-processed work order. The method, device and system is used for determining a processing scheme ofthe to-be-processed work order.