Availability and Utilization of Artificial Intelligence (AI) Chatbots for Reference Services Delivery in University Libraries in Rivers State, Nigeria

Abstract

Abstract

The study assessed the availability and utilization of artificial intelligence (AI) chatbots for reference services delivery in university libraries in Rivers State. A descriptive survey research design was adopted. A random sampling technique was used to select 30 respondents comprising professional and para-professional librarians from six university libraries in the State. Online Google Questionnaire was used as primary instrument for data collection, and supplemented by a systematic review of each institution’s website to determine the presence or absence of functional AI chatbot features for library reference services. The Google Form link was disseminated to respondents via WhatsApp, and 24 valid responses were retrieved and analyzed using descriptive statistics. The findings revealed a low level of AI chatbot adoption, with only one out of the six university libraries having a functional AI chatbot readily available on its website for reference services. Despite this limited adoption, the study found that AI chatbots are recognized for their potential to provide 24/7 instant responses to frequently asked questions, support context-aware interactions, and manage multiple user queries simultaneously, thereby enhancing accessibility, scalability, and user experience. Furthermore, the study identified key challenges hindering AI chatbot integration, including unreliable digital infrastructure, inadequate funding and institutional support, and the absence of functional library websites. These challenges indicate poor foundational readiness for effective AI chatbot deployment. Consequently, the study recommends increased funding and stronger institutional support to facilitate the deployment of reliable digital infrastructure and functional library websites embedded with AI chatbot features to improve reference service delivery in university libraries in Rivers State.