Implementing a Chatbot on a Library Website

Uncoding library chatbots: deploying a new virtual reference tool at the San Jose State University library

“…A recent systematic review by Okonkwo and Ade-Ibijola (2021), found higher education adapting chatbots to answer student questions, provide course content, assess student abilities and perform administrative tasks. During COVID-19, universities transitioned to largely online learning and virtual services, a modality that left many students feeling isolated and some unable to reliably connect to campus resources (Shi et al, 2021;Ehrenpreis and DeLooper, 2022). In response, the California State University system evolved chatbots, along the lines of the Mitsuku bot, to provide emotional support to freshman and transfer students struggling during the pandemic.…”

“…While there are many full-service chatbot options available for purchase or subscription, these services can run well into the tens of thousands a year depending on the number of users and transactions. These costs may not be sustainable at public or non-profit organizations such as libraries; lack of means and resources are often cited for the slow adoption of AI and chatbots in libraries (Bilal and Chu, 2021; Ehrenpreis and DeLooper, 2022). Additionally, many libraries are discouraged by the perceived technical requirements of chatbot implementation and upkeep.…”

“…During COVID-19, universities transitioned to largely online learning and virtual services, a modality that left many students feeling isolated and some unable to reliably connect to campus resources (Shi et al. , 2021; Ehrenpreis and DeLooper, 2022). In response, the California State University system evolved chatbots, along the lines of the Mitsuku bot, to provide emotional support to freshman and transfer students struggling during the pandemic.…”

“…Ehrenpreis and DeLooper (2022) describe challenges they encountered in their case study from CUNY's Lehman College. These include students' possibly failing to understand they are utilizing a chatbot and rather than speaking directly with a librarian.…”

“…The current issue and full text archive of this journal is available on Emerald Insight at: https://www.emerald.com/insight/0090-7324.htm organizations such as libraries; lack of means and resources are often cited for the slow adoption of AI and chatbots in libraries (Bilal and Chu, 2021;Ehrenpreis and DeLooper, 2022). Additionally, many libraries are discouraged by the perceived technical requirements of chatbot implementation and upkeep.…”