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This guide includes resources for creating and deploying a chatbot in a library setting.

Did you know?

The Law Library of Congress uses the Facebook Messenger platform for their chatbot. The chatbot connects you to primary sources of law, research guides and foreign law reports.


Business Benefits

  • Provides users with information
  • Eases information overload (Direct access to information without having to navigate a website or app)
  • Increased user engagement on a website
  • Can be on multiple types of technology platforms simultaneously (Website, Desktop PC, Kiosk, etc.).
  • Provides customer service, human resource support, and ordering services to users
  • Frees up time for employees and customer representatives to focus on more complex questions and tasks
  • Allows users to practice skills and enhance learning (Duolingo has debuted bots for users to practice Spanish, French, and German)  
  • Provides virtual world enhancement and gaming support (Second Life has animated chatbots that act as information guides and greeters and players will interact with them) 

Library Benefits

  • Potential to improve how users interact with collections and other library and museum services
  • Provides tailored information services to users
  • Potential to teach information literacy
  • Makes library websites more engaging, allows users to stay on the library website for longer
  • Users are put at ease about asking "stupid" or embarrassing questions
  • May help make up for budgetary or staffing shortfalls
  • May free library staff to focus on more demanding research and tasks uniquely suited to humans
  • Use as a marketing tool for reference services, familiarizing users about the variety of available resources and services