The invention relates to a service voice navigation method and device. The method comprises the steps of: acquiring a terminal identifier of a calling terminal; extracting a service type in a preset time bucket, which corresponds to the terminal identifier and is repeatedly successful in navigation; acquiring voice navigation information corresponding to the extracted service type; sending the acquired voice navigation information to the calling terminal and playing the voice navigation information; receiving voice confirmation information returned by the calling terminal according to the acquired voice navigation information; and according to the received voice confirmation information, switching over the calling terminal to a server terminal, wherein the server terminal corresponds to the extracted service type. According to the service voice navigation method and device provided by the invention, the voice navigation information corresponding to the service type can be acquired without repeatedly pressing a key, the received voice confirmation information is directly subjected to voice identification, and according to an identification result, a service task of the calling terminal, which corresponds to the service type, is created and processed, so that a service voice navigation operation is simplified, and service voice navigation efficiency is improved.