Integrating AI chatbot on the academic library website

Abstract

The evolution of the 4th Industrial Revolution, machine learning, Artificial intelligence (AI),and the advancement of technology changes the way we work and in particular how libraries are known to operate and offer services. Change is inevitable, 21st-century libraries need to adopt and deploy new digital technology to stand the times. Academic libraries are knowledge hub, their role and functions keep on changing in building tools to promote access and discovery. AI chatbots are digital technologies that change the user experience and customer service landscape. They are powerful digital information service tools of AI for libraries. We are living in an era where people prefer chatting to talking. AI positions academic libraries to be a hub of technology that enhances learning space, to improves existing products and services. AI is also imperative in enhancing engagement and interaction. AI chatbot can be seen as a reference service marketing tool to familiarize users with a variety of library resources and services. The library website serves as an access point and virtual point of contact for interacting with users. It is an information service tool where users find information or even learn about library products/services, facilities, news, and events. Artificial intelligence (AI) chatbots are game changers that can be incorporated into academic libraries’ operations as service enhancement tools that change the user experience landscape. They also change the user-seeking behaviour. The paper will also attempt to evaluate the impact of IA chatbot both at the operational level and its usefulness to the client service portfolio. By integrating the chatbot on the library website, academic libraries can gain new insights into the kinds of information users search on the library’s website and search phrases they use according to specific topics.