AI-Driven Chatbots for Library Services towards Transforming Patrons’ Engagement in Nigerian University Libraries

Abstract

The study investigated the use of AI-driven chatbots for library services in transforming patrons’ engagement in Nigerian University Libraries. Descriptive survey research was used. The study population comprised 39 professional librarians from selected public universities in the South-south zone of Nigeria. A questionnaire served as the primary data collection tool. Out of 39 distributed questionnaires, 37 usable responses were retrieved and analysed using descriptive statistics. The results revealed a generally positive perception of chatbot services among librarians, indicating potential enhancements in user experience, improved accessibility, and streamlined library queries. Similarly, AI-driven chatbots were seen as beneficial tools for handling routine inquiries, offering continuous support, and enhancing scalability. Challenges identified included infrastructure issues, resistance from librarians, lack of skilled personnel, and insufficient awareness about the benefits of AI-driven chatbots. Based on these findings, the study recommended that university libraries should organise training programs for staff in order to optimize AI functionality for library services.