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 (SI01); detecting, by the server and based on the interaction data, whether an abnormal event occurred (S102); obtaining, by the server, attribute information of the user when an abnormal event occurred (S103); 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 (S104); selecting, by the server, a record from the plurality of records that comprises the attribute information and a largest weight (S104); determining, by the server, a cause of the abnormal event based on the selected record (S105); resolving, by the server, the abnormal event based on the determined cause (S201); 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 (SI01); detecting, by the server and based on the interaction data, whether an abnormal event occurred (S102); obtaining, by the server, attribute information of the user when an abnormal event occurred (S103); 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 (S104); selecting, by the server, a record from the plurality of records that comprises the attribute information and a largest weight (S104); determining, by the server, a cause of the abnormal event based on the selected record (S105); resolving, by the server, the abnormal event based on the determined cause (S201); 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. <EOS>