Implementing a Rules-Based Chatbot for Reference Service at a Large University Library

Abstract

AbstractA library’s website is the virtual front door for many of our users. Libraries offer online assistance in several ways, including a variety of options to request help. Live chat and email services are not new, but the recent development of chatbots provides opportunities to rethink and enhance online support. While some chatbots or virtual assistants generate automatic and custom responses to user input, this paper explores the implementation of a rules-based chatbot, where all responses have been input and configured by library staff. Details are provided to describe the process before, during, and after the initial implementation with data and observations from the pilot in mid-2023.Keywords: Reference ServicesChatbotsartificial intelligencehigher educationlibraries AcknowledgementsWe would like to thank Lana Munip for providing the previous analysis of chat transcripts to identify the most frequent categories of questions received.Disclosure statementNo potential conflict of interest was reported by the author(s).