TY - JOUR
T1 - Implementing a Rules-Based Chatbot for Reference Service at a Large University Library
AU - Reinsfelder, Thomas L.
AU - O’Hara-Krebs, Katie
N1 - Publisher Copyright:
© 2023 Thomas L. Reinsfelder, Katie O'Hara-Krebs.
PY - 2023
Y1 - 2023
N2 - A 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.
AB - A 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.
UR - https://www.scopus.com/pages/publications/85174147527
UR - https://www.scopus.com/pages/publications/85174147527#tab=citedBy
U2 - 10.1080/19322909.2023.2268832
DO - 10.1080/19322909.2023.2268832
M3 - Article
AN - SCOPUS:85174147527
SN - 1932-2909
VL - 17
SP - 95
EP - 109
JO - Journal of Web Librarianship
JF - Journal of Web Librarianship
IS - 4
ER -