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

Adapting intelligent information services in libraries: a case of smart AI chatbots 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/approachTo 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.FindingsThe 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 implicationsInnovative 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/valueThough 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. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Library Hi Tech News Emerald Publishing

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

Panda, Subhajit; Chakravarty, Rupak
Library Hi Tech News , Volume 39 (1): 4 – Feb 15, 2022
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References (15)

Publisher
Emerald Publishing
Copyright
© Emerald Publishing Limited
ISSN
0741-9058
DOI
10.1108/lhtn-11-2021-0081
Publisher site
See Article on Publisher Site

Abstract

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/approachTo 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.FindingsThe 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 implicationsInnovative 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/valueThough 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.

Journal

Library Hi Tech News – Emerald Publishing

Published: Feb 15, 2022

Keywords: Natural language processing; Artificial intelligence; Deep learning; Chatbots; Conversational AI; Engati

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