Benefits and challenges of using chatbots in academic library services: A scoping review

Abstract

Background: The rise of generative AI in higher education has reshaped how academic libraries deliver services and how users seek information. Academic libraries have begun to incorporate chatbots to enhance library services, user experience, and staff workflows.

Objectives: This scoping review explored benefits and challenges of implementing chatbots in academic libraries, and how these influence staff workflows and user experience.

Method: This was a qualitative scoping review of peer-reviewed literature published in English between 2014 and 2024. A total of 253 studies were imported for screening to Covidence from four databases. 29 duplicates were removed. A total of 224 studies were included for title and abstract screening, while 59 studies were included for full-text screening; 40 studies were included for extraction. Studies were analysed thematically and visualised using Microsoft Excel.

Results: Studies reported positive perceptions among librarians of AI's potential to improve service quality and efficiency. Recurrent challenges included accuracy/hallucinations, privacy and bias risks, uneven infrastructure and costs (notably in developing contexts), and staff skills and change management needs.

Conclusion: Adoption remains uneven, with slower uptake in certain parts of Africa and Asia.

Contribution: A review of cross-regional evidence on where chatbots add value in academic libraries and where risks concentrate, providing action-oriented considerations for implementation, was conducted. This study revealed the importance of libraries being very careful when deciding on implementing chatbots. Despite the numerous advantages of implementing AI chatbots in academic libraries, several important risks and barriers are also highlighted.

Keywords: Chatbots; academic libraries; user experience; staff workflows