A Review of Integrating AI Chatbots into Library Services in Higher Education: Opportunities and Challenges
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Date
2025-12-08
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Publisher
INFLIBNET Centre Gandhinagar
Abstract
This article investigates the increasingly popular phenomenon of integrating chatbots into
library services while also considering their potential uses and associated challenges. By
providing a review and synthesis of the relevant literature and empirical studies, the study
investigates the implications of Chatbots for user experience, information retrieval, and the
role of the librarian. Due to technology moving ahead quickly, AI-based chatbots are becoming
more common in various sectors such as e-commerce, travel, hospitality, banking, and
educational technology. However, academic libraries have yet to embrace chatbots. The
findings indicate that chatbot like ChatGPT has the potential to enhance service availability,
prolong access to library services, and provide more personalized user support, as well as
reduce librarian routine tasks and enhance the quality of information retrieval. This paper
presents a qualitative study that investigated the perceived risks and barriers of adopting
chatbots to libraries and the benefits of chatbots to improve the user experience of library
patrons and stakeholders. The benefits of incorporating chatbots into a library are their
potential to improve user satisfaction, enhance virtual student services, and offer multiple
rollover services in an academic environment. In addition, the study, again, allows for the
consideration of challenges, such as the use accuracy of the information provided, privacy of
data, and data security when implementing a chatbot in a library in an effective and ethical
way. The present study provides useful information to consider for future research and practice
in sufficiently and ethically integrating chatbots into contemporary library contexts
Description
14th International CALIBER 2025, Sri Venkateswara University, Tirupati, Andhra Pradesh, November 17-19, 2025
Keywords
Artificial Intelligence, Chatbots, Higher Education, Library, Research, User Services