Chatbots as virtual reference librarians

What is it about?

Chatbots cannot replicate the complexity of human interaction (both knowledge and emotional), but can provide a cost-effective way to answer the majority of routine reference questions and direct users to the appropriate service. Libraries will need to find a balance between their human and virtual reference librarians by redesigning work practices in order to leverage the strengths that each possess.

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Why is it important?

The ultimate goal of virtual reference librarians via chatbots is not to replace humans or face-to-face human interaction, but to streamline the work of the reference department.

Perspectives