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From Chatbots to AI Chatbots: An Exploratory Website Content Analysis in Academic Libraries

In: Navigating Inequities and Social Justice in the Age of Artificial Intelligence

Author

Listed:
  • Melissa Vang
  • Hsia-Ching Chang

Abstract

Since the COVID-19 pandemic, chatbots have been utilized as an online reference tool in libraries. Similar to digital assistants, chatbots can locate the information needs of users over the internet and offer quick assistance with automated responses. As artificial intelligence (AI) technologies have advanced, the use of AI chatbots in information and knowledge services has emerged as a promising trend. The purpose of this study is to identify the Association of Research Libraries institutions that have a chatbot on their website and to examine its characteristics. The study findings indicate that nine out of 118 libraries feature chatbots on their websites, and only two of these are AI chatbots. Additionally, it has been observed that LibGuides on AI-related topics have been developed to provide educational content and enhance users’ AI knowledge by offering resources through their websites.

Suggested Citation

  • Melissa Vang & Hsia-Ching Chang, 2026. "From Chatbots to AI Chatbots: An Exploratory Website Content Analysis in Academic Libraries," World Scientific Book Chapters, in: Kendra Albright & Tereza Raquel Merlo & Naresh Kumar Agarwal (ed.), Navigating Inequities and Social Justice in the Age of Artificial Intelligence, chapter 5, pages 81-95, World Scientific Publishing Co. Pte. Ltd..
    • Handle: RePEc:wsi:wschap:9781800617384_0005
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    JEL classification:

    • O33 - Economic Development, Innovation, Technological Change, and Growth - - Innovation; Research and Development; Technological Change; Intellectual Property Rights - - - Technological Change: Choices and Consequences; Diffusion Processes
    • D63 - Microeconomics - - Welfare Economics - - - Equity, Justice, Inequality, and Other Normative Criteria and Measurement

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