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

Abstract

PurposeThis paper aims to detail how a university library developed an AI chatbot to meet a growing need for virtual reference services. This chatbot was developed using Google's free Dialogflow bot platform and embedded in the library's website. With the onset of COVID-19 and a greater reliance on virtual services, chatbots have become of increasing interest to libraries as a tool to provide enhanced services during non-staffed hours and to perform basic information triage when virtual chat transactions reach an overwhelming number of available staff.Design/methodology/approachUsing in-depth research into current practices and readily available tools, a small non-technical team at a university library designed and piloted an AI chatbot that employs natural language processing and AI training. This article describes the chatbot development and implementation process. Results of chatbot interactions after one academic year of usage are also reviewed.FindingsThis study reveals that a university library chatbot may be developed and deployed with minimal coding knowledge using existing tools. Chatbot content can be populated through current library information sources and trained to address typical information inquiries. However, additional development and testing is needed to increase user engagement.Originality/valueThis study indicates that libraries can develop and deploy chatbots to meet user information inquiries without onerous technical training or IT resources. It describes best practices for chatbots and the steps necessary to deploy a chatbot on a library website.

Building AgriRef: an AI embedded virtual reference app for farmers

“…San Jose State University library used Dialogflow to build the chatbot called kingbot to provide reference services to its users. (Rodriguez and Mune, 2022; Barus and Surijati, 2022) The library of Matana University, Indonesia, have converted the Frequently Asked Questions into a chatbot using Dialogflow.…”

Reference Chatbots in Canadian Academic Libraries

“…Case studies have explored the introduction of chatbots into specific American academic libraries, as well as public libraries, but there do not seem to be comparable studies published for Canadian post-secondary institutions. 15 Although research has examined major Canadian research libraries' incorporation of AI in other areas, such as institutional strategic plans and library programming, research is lacking in the field of library adoption of chatbots for reference or customer service purposes in Canada. 16 In this way, research on chatbot use in libraries might be lagging behind research investigating the current use of other AI applications in academic libraries.…”

How Well Does ChatGPT Handle Reference Inquiries? An Analysis Based on Question Types and Question Complexities

“…4 In 2018, San Jose University started to develop its AI library chatbot, Kingbot, using Google's Dialogflow to answer basic circulation and introductory reference inquiries. 5 California State University San Marcos also used Dialogflow to create a chatbot to help professors answer assignment and syllabusrelated questions outside of class. 6 Then, as chatbots were further developed, they began to focus not only on users' information needs but also their other needs.…”