Rule-based to Intelligent Chatbots: understanding librarian insights in library reference services

Sarif Abdullah, Sharifah Nur Amirah and Muhammad Nubli, Muhammad Al Faateh and Md Nor, Nor Saadah and Kartiwi, Mira and Khedher, Akram M Z M and Winarti, Titin (2026) Rule-based to Intelligent Chatbots: understanding librarian insights in library reference services. In: 10th International Conference on Information and Communication Technology for the Muslim World (ICT4M), 26-27 November 2025, KICT IIUM.

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Abstract

Deployment of an artificial intelligence chatbot in libraries has primarily supported reference-oriented and short conversation tasks. The current phase of technological convergence and automation demands a reimagined chatbot capable of sustaining natural, context-aware conversations without human intervention. This study aimed to explore librarians’ insights on readiness, opportunities, and challenges toward implementing artificial intelligence chatbots in reference services. Qualitative research design was employed in this study by using semi-structured interview to gain an in-depth insight from the librarians in the academic libraries. The responses have been analyzed using Nvivo 14 software to organize data into structural findings. The findings showed a favorable indicator of the implementation of artificial intelligence chatbots based on sufficient budget, staff competency, and adequate training. Issues of privacy, relevancy, excessive cost, and human dependency were paramount challenges in the development of artificial intelligence chatbots. Collaborative development between libraries, chatbot service providers, and users will determine the extent of this technology's ability while maintaining the best practice of reference services in the future.

Item Type:	Proceeding Paper (Plenary Papers)
Uncontrolled Keywords:	Artificial Intelligence, Academic libraries, Chatbots, Reference Services
Subjects:	Z Bibliography. Library Science. Information Resources
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button):	Kulliyyah of Information and Communication Technology Kulliyyah of Information and Communication Technology Kulliyyah of Information and Communication Technology > Department of Information System Kulliyyah of Information and Communication Technology > Department of Information System Kulliyyah of Information and Communication Technology > Department of Library & Information Science Kulliyyah of Information and Communication Technology > Department of Library & Information Science
Depositing User:	Dr. Sharifah Nur Amirah Sarif Abdullah
Date Deposited:	13 Feb 2026 16:45
Last Modified:	13 Feb 2026 16:45
Queue Number:	2026-02-Q2091
URI:	http://irep.iium.edu.my/id/eprint/127359

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