Artificial Intelligence (AI) is no longer a futuristic concept in higher education — it is a present-day reality transforming how academic libraries operate. Around the world, universities are integrating AI into library systems to enhance efficiency, accessibility, and user experience. From digitizing centuries-old manuscripts to providing real-time virtual assistance and personalized research recommendations, AI is reshaping every aspect of library services.
Zayed University Library in Dubai broke new ground with Aisha, a conversational AI agent launched in 2023 to bolster library services. Built using the ChatGPT API, Aisha surpasses traditional chatbots by leveraging large language models (LLMs) and retrieval-augmented generation (RAG) to offer intelligent, dynamic responses. She operates 24/7 through the library’s website, providing multilingual support, voice interaction, and multimodal capabilities including processing of images or documents. Users can ask Aisha academic questions, get help navigating library resources, and even perform tasks like basic calculations. This tool significantly improves accessibility, responsiveness, and user engagement—all while minimizing reliance on staff at odd hours.
Following a case study by Rodriguez & Mune (2022), San Jose State Library launched a Dialogflow-based AI chatbot for virtual reference, handling common queries such as library hours, database locations, and borrowing policies. The pilot proved that even minimal technical setups can yield effective chatbot solutions.
In Summer 2023, the University of Delaware Library piloted an AI-powered chatbot for virtual reference, developed through a cross-departmental collaboration between IT and reference staff. Librarians and student workers co-trained the bot using real data and queries, aiming to evaluate its usefulness and staff involvement required.