The chatbot of TEZ Tour Bulgaria, a leading Russian tour operator operating in Bulgaria and the Balkans region, helps the agency’s personnel to gather the necessary information from the clients so that they can be provided with an offer that meets their requirements. The implementation of TEZBot by Umni in 2019 was most useful for 2 departments in TEZ Tour – Reservations and Marketing. In one department the staff communicates directly with tourists, provides information, and makes reservations, and in the other, they take care to promote the company’s products in all channels and keep up-to-date information everywhere.