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

Melissa Vang and Hsia-Ching Chang

Chapter 5 in Navigating Inequities and Social Justice in the Age of Artificial Intelligence, 2026, pp 81-95 from World Scientific Publishing Co. Pte. Ltd.

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.

Keywords: Business; Artificial Intelligence; Knowledge Management; Social Justice; Leadership; Decision Making; Data Analysis (search for similar items in EconPapers)
JEL-codes: D63 O33 (search for similar items in EconPapers)
Date: 2026
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