Adapting intelligent information services in libraries: a case of smart AI chatbots

Abstract

Purpose The recent COVID-19 pandemic affects all segments of the population in all possible fields of life. To encounter this critical situation and to safeguard the health of the library users & library staff, the library services have been forced to adapt and accept the “new normal” and give a greater use and reliance on virtual space than ever before with physical spaces. This paper aims to demonstrate an artificial intelligence (AI)-driven solution that can be practically implemented in the form of a “InfoBot” or “Chatbot” to fulfil user needs 24/7 with minimal or without human intervention. Design/methodology/approach To give a general overview of the use of AI Chatbot in libraries and its multitasking features followed by the practical implementation, a versatile AIchatbot service, Engati is used as a target bot with its basic free plan. Findings The study findings reveal that AI Chatbots offer a dependable solution for the libraries to initiate virtual assistance, thus augmenting the reference service while adding a newer dimension to virtual reference service. Social implications Innovative and intelligent information service would be overcoming the time and location barriers reaffirming the concept of “library without walls” while falling in line with the five laws of library science as propounded by Dr S.R. Ranganathan, the father of library science in India. Originality/value Though the implementation of bots and chatbots is not a purely novel concept to explore, no such research has been conducted focusing particularly on its exceptional benefits in the library in reference to the recent pandemic.