AI in Reference and Information Services: Enhancing Smart User Support

 

By Niranjan Mohapatra, World Skill Center
Series: AI Transformation in Libraries (Part 2 of 10)

Introduction

Reference and Information Services (RIS) are the heart of library operations—where user queries transform into meaningful knowledge experiences. With Artificial Intelligence entering mainstream library workflows, RIS is undergoing a profound shift from reactive assistance to predictive, context-aware, and personalized support.

AI does not replace reference librarians; rather, it enhances their capacity, enabling them to provide faster, deeper, and smarter user support.

 

1. AI Tools Transforming Reference Services

1.1 AI Chatbots for 24/7 Virtual Reference

AI-powered chatbots such as LibbyBots, EVA, or custom GPT-based agents provide:

• Round-the-clock support
• Answering FAQs
• Library orientations
• Basic reference guidance
• Resource discovery assistance

These systems reduce wait time and free librarians to focus on advanced queries.

 

1.2 NLP-Powered Search & Discovery

Natural Language Processing (NLP) helps users search the way they think, not the way metadata is structured.

Examples:

• Voice-based search
• Conversational search (“Find me articles about carbon-neutral architecture published after 2022”)
• Semantic search linking concepts instead of keywords

AI-powered OPACs and discovery systems provide more relevant, contextualized results.

 

1.3 Recommendation Engines

Inspired by Netflix-style personalization, libraries now use AI-driven recommendation systems to suggest:

• Books
• Journals
• Databases
• Courses
• Institutional publications

These systems analyze:

• Borrowing history
• Search patterns
• Subject preferences
• Learning goals

Personalized recommendations create deeper engagement and promote lifelong learning.

 

2. AI-Assisted Research Support

2.1 Automated Literature Alerts

AI systems can track:

• New articles
• Citations
• Trending research topics\…

and send automated alerts to users and researchers.

This supports current awareness services with almost zero manual intervention.

 

2.2 AI for Advanced Reference Queries

Tools like:

• Semantic Scholar
• Connected Papers
• Research Rabbit
• ChatGPT-based agents

help researchers discover connections, visualize citations, and map research trends.
Librarians can use these tools to provide higher-level analytical support.

 

2.3 AI for Plagiarism & Research Integrity

AI-driven tools ensure academic honesty through:

• Plagiarism detection
• Fact verification
• Reference accuracy checks
• Citation generation

RIS becomes part of the scholarly communication ecosystem.

 

3. The Role of Librarians: From Intermediaries to AI-Augmented Knowledge Professionals

AI changes what librarians do—but not why they do it.

Librarians now focus on:

• Complex queries requiring human judgement
• Data literacy and AI literacy training
• Ethical evaluation of AI outputs
• Research consultancy
• Knowledge synthesis

AI handles the routine; librarians handle the meaningful.

 

4. Challenges & Ethical Considerations

• Misinformation generated by AI tools
• Privacy of user data
• Algorithmic bias
• Transparency of automated decisions
• Over-dependence on automated responses

Libraries must adopt AI ethics guidelines to maintain trust and reliability.

 

Conclusion

AI is transforming reference and information services from static, desk-based support into dynamic, intelligent, user-centric knowledge experiences. For librarians, this shift opens exciting new opportunities—moving from information gatekeepers to AI-augmented knowledge navigators.

The future of reference services is smart, proactive, and deeply personalized, with AI and librarians working together to elevate user support.