A few years ago, we created an automatic communication chatbot for TIPOS, the national lottery company, a.s. company focused mainly on 2 topics – supporting the registration process of players and answering frequently asked questions. An important part of this chatbot is a direct link to a live operator, with whom the player continues the conversation. This form of communication is now well-established and fully functional at our client, and over time the need to obtain from the players a customer evaluation of the service provided by the operators as part of communication with the client emerged. After finishing the conversation, the player has the option to rate the operator in the form of stars. Many players neglect this evaluation, as it has no benefit for them, and therefore it is advisable to use other, automated, forms of evaluation of the service provided.