Chatbot is a new service in the INA Group available 24 hours a day, seven days a week. It is a computer program that simulates human conversations. It is an application that is considered a form of artificial intelligence. Basically, Chatbot allows a form of human-machine interaction, and the interaction takes place via text messages. There are currently two chatbots in the INA Group: TRSko, which is in charge of accounting and administrative affairs, and I.V.A. which is in charge of the Helpdesk and Service Desk. Their main features are 24/7 availability, faster information retrieval and easy navigation, solving multiple queries at the same time, and very wide application and great potential.