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http://dx.doi.org/10.3743/KOSIM.2020.37.4.151

Design and Implementation of Library Chatbot for Non-face-to-face Reference Services  

Yoo, Jiyoon (서울대학교 중앙도서관)
Publication Information
Journal of the Korean Society for information Management / v.37, no.4, 2020 , pp. 151-179 More about this Journal
Abstract
This study explores the potential of using a library chatbot to improve the non-face-to-face digital reference services for academic library users by designing and implementing a library chatbot. Through data analysis, user needs and library services were analyzed, and a scenario was designed by selecting an appropriate development method. For user-friendly interaction, the personality of the chatbot and user interface was designed to evaluate its usability. In addition, the accuracy was verified through the response accuracy evaluation and performance evaluation of the chatbot, and the effectiveness of the chatbot was evaluated through a user satisfaction survey. In order to manage the operation and maintain service quality, the chatbot is improved by monitoring user-chatbot conversations and reflecting user feedback. Based on these findings, recommendations for designing and implementing a library chatbot were made to help improve library reference services.
Keywords
chatbot; library chatbot; reference service; non-face-to-face; untact; COVID-19;
Citations & Related Records
Times Cited By KSCI : 12  (Citation Analysis)
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