A method for processing voice information carried out at an apparatus, comprising: obtaining voice data of a user; performing text conversion on the voice data to obtain text information of a sentence representing a question asked by the user; performing a semantic analysis on the text information of the sentence representing the question to determine a category of the question asked by the user; performing an emotion analysis on the voice data to determine the priority of the voice data; and connecting (35, 36) the user to a corresponding service channel according to both the priority of the voice data and the category of the question asked by the user, by connecting the user to the corresponding service channel that is a manual service channel for a representative responding to the user responsive to it being determined that the priority of the voice data indicates a first priority level and it is determined that the category of user is a service requesting user or an urgent request user according to the category of the question asked by the user; and connecting the user to the corresponding service channel that is a non-manual intelligent service channel in which an apparatus having processing capability generates voice play data for responding to the user responsive to it being determined that the priority of the voice data indicates a second priority level lower than the first priority level and it is determined that the category of user is an asking user according to the category of the question asked by the user, wherein the performing an emotion analysis on the voice data to determine the priority of the voice data comprises: performing an emotion analysis on the voice data to determine the volume and/or pacing of the user when the user sends the voice data; obtaining an emotion value of the user according to the volume and/or pacing; and obtaining the priority of the voice data according to the emotion value of the user and a preset mapping relationship between the emotion value and the priority. obtaining voice data of a user; performing text conversion on the voice data to obtain text information of a sentence representing a question asked by the user; performing a semantic analysis on the text information of the sentence representing the question to determine a category of the question asked by the user; performing an emotion analysis on the voice data to determine the priority of the voice data; and connecting (35, 36) the user to a corresponding service channel according to both the priority of the voice data and the category of the question asked by the user, by connecting the user to the corresponding service channel that is a manual service channel for a representative responding to the user responsive to it being determined that the priority of the voice data indicates a first priority level and it is determined that the category of user is a service requesting user or an urgent request user according to the category of the question asked by the user; and connecting the user to the corresponding service channel that is a non-manual intelligent service channel in which an apparatus having processing capability generates voice play data for responding to the user responsive to it being determined that the priority of the voice data indicates a second priority level lower than the first priority level and it is determined that the category of user is an asking user according to the category of the question asked by the user, wherein the performing an emotion analysis on the voice data to determine the priority of the voice data comprises: performing an emotion analysis on the voice data to determine the volume and/or pacing of the user when the user sends the voice data; obtaining an emotion value of the user according to the volume and/or pacing; and obtaining the priority of the voice data according to the emotion value of the user and a preset mapping relationship between the emotion value and the priority. performing an emotion analysis on the voice data to determine the volume and/or pacing of the user when the user sends the voice data; obtaining an emotion value of the user according to the volume and/or pacing; and obtaining the priority of the voice data according to the emotion value of the user and a preset mapping relationship between the emotion value and the priority.