Redefining library user engagement through AI-enabled virtual assistants : a systematic review
Keywords:
AI-enabled virtual assistants, user engagement, library services, ethical considerations, digital transformationAbstract
Libraries are increasingly embracing artificial intelligence (AI) technologies to enhance user engagement and streamline service delivery. Among these, AI-enabled virtual assistants (VAs) have emerged as pivotal tools in redefining how users interact with library systems by offering real-time, personalised, and accessible support. This review aimed to explore the transformative role of AI-enabled virtual assistants in modern library environments, focusing on their impact on user engagement, service efficiency, and ethical considerations. A systematic literature review was conducted through desktop analysis, drawing evidence from peer-reviewed publications between 2019 and 2025 sourced from PubMed, IEEE, ERICA, JSTOR, EBSCOhost, Emerald, SAGE, and Taylor & Francis. Search terms included “AI in libraries,” “virtual assistants,” “chatbots,” “user engagement,” “natural language processing,” and “machine learning.” Studies were selected based on relevance, peer-reviewed status, language (English), and coverage of AI applications in library settings. The findings reveal that AI-enabled virtual assistants enhance user experiences by providing round-the-clock, conversational assistance tailored to user preferences. They contribute to operational efficiency by automating repetitive queries and freeing up librarians to focus on complex tasks. Nonetheless, key concerns include data privacy, algorithmic bias, accessibility barriers, and the need for continuous staff training to manage AI tools effectively. The review concludes that while AI-enabled virtual assistants hold immense potential to modernise library services, their adoption must be guided by robust ethical frameworks that prioritise user autonomy, equity, and data protection. Libraries, researchers, and policymakers are urged to collaborate in developing context-specific strategies for the responsible integration of AI, ensuring that technological innovation aligns with the core values of inclusivity, intellectual freedom, and lifelong learning.
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