Embedding Chatbot in the Library Services: A Study of BibDIAL+

Mohit  Garg

Abstract

The present paper discusses the implementation of a chatbot named BibDIAL+ for the users of the Central Library, Indian Institute of Technology Delhi. The primary objective is to streamline responses to frequently asked questions and provide real-time, 24/7 digital assistance to library users, thereby improving the overall user experience.The development phase of BibDIAL+ involved three main steps. Firstly, common questions asked by the users at the circulation counter and reference desk were collected and analyzed. A conversation flow diagram was then created to categorize similar questions and their corresponding responses, defining specific intents for each set of user queries. Secondly, Google’s Dialogflow was used to build the chatbot application, leveraging its natural language processing capabilities to understand and respond to user queries effectively. Lastly, the developed chatbot was rigorously tested to ensure accuracy and functionality before being integrated into the OPAC page of the library management systems of the Central Library, Indian Institute of Technology Delhi. The integration of BibDIAL+ offers an easy-to-use interface for users to seek answers to their queries about library services. However, there were instances where the chatbot did not respond accurately. The conversation logs provide valuable insights into the types of questions users ask and highlight areas where BibDIAL+ failed to deliver correct responses. These logs will be crucial for future training and improvements of the chatbot. This study is among the first to incorporate a live chatbot into a library's OPAC page. BibDIAL+ introduces a new way to use AI to enhance library services, demonstrating how chatbots can assist users in finding information.

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