Reimagining Library Services: The Transformative Role of Artificial Intelligence in Service Deliveries in Academic, Research, and Public Libraries

Prasanna Kumar Muduli () and Bijayalaxmi Rautaray ()
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Prasanna Kumar Muduli: KIIT Deemed to Be University, PhD Scholar, Department of Library and Information Science
Bijayalaxmi Rautaray: KIIT Deemed to Be University, Director, Library & Head, Department of Library and Information Science

A chapter in Proceedings of the International Conference on Marching Beyond the Libraries: Talent, Technology, and Transformation (ICMBL 2025), 2026, pp 16-27 from Springer

Abstract: Abstract Libraries are moving beyond exploratory pilots toward task-focused Artificial intelligence (AI) deployments embedded in technical services and public-facing operations. This article synthesizes the strongest available evidence on implemented systems and proposes a pragmatic framework for evaluation, integration, and governance. AI is reshaping how libraries help their users. The clearest progress is in service delivery (for example, chatbots that answer questions on library sites or in the catalog), but AI is also being used for other library services such as metadata enrichment, subject cataloging, OCR/HTR for digitized collections, analytics for collection development, accessibility support, and multilingual services. This paper explains in simple language where AI is being used now, which technologies are involved, how adoption has changed over time, what impacts have been reported, and what to expect next. We synthesize real deployments and surveys across academic, research, and public libraries and summarize practical lessons, risks, metrics, and roadmaps. We find that: (1) rules/intent-based chatbots and generative AI chatbots are both in use, often with human escalation; (2) AI is helping with metadata and operations, especially when paired with human review; (3) adoption is uneven and slowed by integration, privacy, accessibility, and training gaps; and (4) the next two years will likely bring retrieval‑augmented, policy‑aware AI agents embedded in discovery and service portals, with better metrics and governance. Overall, AI’s role is best understood as human‑centered augmentation rather than replacement.

Keywords: artificial intelligence; libraries; metadata; subject cataloging; virtual reference; chatbots; evaluation; governance; MLOps; authority control; discovery; OCR/HTR; accessibility; multilingual; analytics; library technology; academic libraries; public libraries; adoption; governance (search for similar items in EconPapers)
Date: 2026
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DOI: 10.2991/978-94-6239-614-2_3

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