Developed chat-bot “Gosha” in response to user request on the support line automatically generates a response to the user. The answer have to find the definite service, the operation that must be performed to satisfy the user’s request and sends the appeal to the specialist. Depending on the accuracy of the definition of the operation, the chat-bot can immediately determine the operation, give the user a list of possible operations to choose from, or inform that it is necessary to formulate the message more accurately. The product is organized as a web service. The exchange of data with the OMNITRACKER system is realized. The product is implemented into OMK-Information Technologies.