The invention discloses a data processing and voice call shunting method and system based on big data. The data processing method comprises the steps of: acquiring historical behaviour data of users according to user information; according to the acquired historical behaviour data, performing distributed summary calculation and analysis of user indexes, so that multiple description data of multiple scenes can be obtained; and, according to the multiple description data of the multiple scenes, obtaining a prediction module used for processing voice calls of the users according to a corresponding algorithm. The shunting method comprises the steps of: according to voice call information of the users, obtaining telephone number information of the users; according to the telephone number information of the users, obtaining matched user account information; according to the user account information, predicting problem types of the users; and, according to the problem types of the users, transferring the voice calls into corresponding seats, or, transferring the voice calls into the corresponding seats by an IVR system. By means of the user voice call processing method, device and system based on big data disclosed by the invention, the user retention time in the IVR system is reduced; the communication efficiency is increased; and the operation cost is reduced.