The embodiment of the invention provides a method and device for selecting verbal skills in robot customer service guidance dialogue. The method comprises the steps of acquiring a first dialogue textof dialogue between robot customer service and a target user; taking the first dialogue text as a dialogue preceding text; respectively taking each verbal skill in the first candidate verbal skill setas a conversation following text of the conversation preceding text, sequentially inputting a strategy model pre-trained based on historical conversations of the user and the artificial customer service, and outputting each matching score of each verbal skill in the first candidate verbal skill set and the first conversation text through the strategy model; and selecting the verbal skill corresponding to the maximum matching score in the matching scores from the first candidate verbal skill set, and taking the verbal skill as the verbal skill output by the robot customer service in the next step. Carding, configuration and maintenance of the dialogue process can be avoided.