A method for resolving an abnormal event, wherein an abnormal event comprises the failure of a process such as an online payment or display of a web browser, the method comprising: obtaining, by a server, interaction data between a user and the server; detecting, by the server and based on the interaction data, whether an abnormal event occurred; obtaining, by the server, attribute information of the user when an abnormal event occurred; searching, by the server, a plurality of records of a locally stored first correspondence between the attribute information corresponding to the abnormal event and a plurality of causes, with respective weights, the locally stored first correspondence comprising a decision tree model having a root node that stores an abnormal event and pointing to at least one level-2 node storing the attribute information and pointing to at least one level-3 node storing a cause, each of the respective weights being set between each level-2 node and a respective level-3 node that the level-2 node points to; selecting, by the server, a record from the plurality of records that comprises the attribute information and a largest weight; determining, by the server, a cause of the abnormal event based on the selected record; resolving, by the server, the abnormal event based on the determined cause; characterized in that the method further comprises: receiving feedback data from the user based on a processing result obtained from the server, wherein the processing result indicates whether the process was successfully performed or not; and when the feedback data comprises an agreement identifier that indicates that the user agrees with the processing result, adding a weight to a record that comprises the attribute information and the determined cause to the first correspondence. obtaining, by a server, interaction data between a user and the server; detecting, by the server and based on the interaction data, whether an abnormal event occurred; obtaining, by the server, attribute information of the user when an abnormal event occurred; searching, by the server, a plurality of records of a locally stored first correspondence between the attribute information corresponding to the abnormal event and a plurality of causes, with respective weights, the locally stored first correspondence comprising a decision tree model having a root node that stores an abnormal event and pointing to at least one level-2 node storing the attribute information and pointing to at least one level-3 node storing a cause, each of the respective weights being set between each level-2 node and a respective level-3 node that the level-2 node points to; selecting, by the server, a record from the plurality of records that comprises the attribute information and a largest weight; determining, by the server, a cause of the abnormal event based on the selected record; resolving, by the server, the abnormal event based on the determined cause; characterized in that the method further comprises: receiving feedback data from the user based on a processing result obtained from the server, wherein the processing result indicates whether the process was successfully performed or not; and when the feedback data comprises an agreement identifier that indicates that the user agrees with the processing result, adding a weight to a record that comprises the attribute information and the determined cause to the first correspondence. receiving feedback data from the user based on a processing result obtained from the server, wherein the processing result indicates whether the process was successfully performed or not; and when the feedback data comprises an agreement identifier that indicates that the user agrees with the processing result, adding a weight to a record that comprises the attribute information and the determined cause to the first correspondence.