“Are You a Bot?” Merging Technology and Human Interaction Through the Implementation of a Library Reference Chatbot

This presentation will discuss the implementation of a rule-based chatbot to accompany the UF Libraries’ Ask A Librarian virtual reference service.

The goal of the chatbot was to streamline the virtual chat experience while still encouraging librarian-patron interactions. It outlines the development of the chat workflows for the bot through survey and analysis, workflow creation using Springshare’s chatbot tool, and implementation.

The presentation will also discuss the struggles experienced during implementation, usage data and preliminary outcomes of the new chatbot, and next steps for continued improvement. 

Made available to you via the Professional Development Alliance of Library Consortia.