The dawn of artificial intelligence has opened up new possibilities for chatboxes. This study looks closely at how academic libraries deploy chatboxes, and how the availability of ChatGPT, Bard, AI-enabled Bing and other programs is influencing their chatbox plans and proclivities. The study gives detailed data on the use of programs used for chatboxes, such as LibAnswers and LibPress.
It also looks at the use of artificial intelligence programs and applications commonly used in industry, such as Salesforce, and examined how librarians feel about developing their own chatboxes vs. using chatboxes developed by or assisted by major commercial vendors. The report helps its readers to answer questions such as: how will the availability of ChatGPT, Bard and AI-enabled Bing impact the development and use of library-supplied chatboxes? How much do librarians want to customize their chatboxes? How far along are they in this process?
Just a few of this 93-page report’s many findings are:
- Public colleges are nearly twice as likely as private ones to use chatboxes for reference and research support.
- Libraries with directors who have an advanced degree in a non-library field in addition to a graduate library science degree were more than three times as likely as libraries with directors who were humanities undergrads with an advanced library science degree but no further education to field chatboxes for their libraries.
- Research universities were the most likely type of library in the sample to use Springshare.
- 9.26% of those sampled believe it is a top priority for them to integrate ChatGPT, Bard, or other AI programs into their chatboxes.
Data in the reports is from a survey of 54 upper-level academic library officers, primarily library directors. Data in the notification is broken out by institutional variables such as Carnegie class or type of college/university, enrollment, tuition level, and public-private status - and by personal variables of the survey respondents such as age, gender, and type and level of library science education.
Table of Contents
THE QUESTIONNAIRE
- Characteristics of the sample
SUMMARY OF MAIN FINDINGS
- Number of Chatboxes in Use in Academic Libraries
- Most Common Use of Chatboxes
- Importance of Chatboxes to the Academic Library’s Mission
- Percentage of IT Budget Allocated to Chatbox Development
- Percentage of Libraries in the Sample that Use Springshare for Chatbox Development
- Use of ExLibris for Chatbox Development
- Percentage of Libraries Using OCLC for Chatbox Development
- Percentage of Libraries Using EBSCO Information Services for Chatbox Development
- Level of Customization of Academic Library Chatboxes
- Metrics Used to Evaluate Chatboxes
- Level of Priority for the Library of Integrating ChatGPT or Similar Applications into Their Chatbox Development
- Level of Satisfaction with Chatboxes Developed by Commercial Suppliers
- ChatGPT Plug-Ins Vs Chatboxes of Commercial Suppliers
- Impact of ChatGPT on Chatbox Development
- Will Academic Libraries Develop their Own Chatboxes?
- Use of Dialogflow, Botpress or Rasa
- Use of LibChat
- Use of Salesforce or Zoho Desk
- Use of LibAnswers
List of Tables
- Table 1.1 How many chatbots or chatboxes does your library or library system currently have in use?
- Table 1.2 How many chatbots or chatboxes does your library or library system currently have in use? Broken out by public or private college
- Table 1.3 How many chatbots or chatboxes does your library or library system currently have in use? Broken out by college type or Carnegie class
- Table 1.4 How many chatbots or chatboxes does your library or library system currently have in use? Broken out by tuition, $
- Table 1.5 How many chatbots or chatboxes does your library or library system currently have in use? Broken out by enrollment
- Table 1.6 How many chatbots or chatboxes does your library or library system currently have in use? Broken out by age of respondent
- Table 1.7 How many chatbots or chatboxes does your library or library system currently have in use? Broken out by gender of respondent
- Table 1.8 How many chatbots or chatboxes does your library or library system currently have in use? Broken out by level of education
- Table 2.1 For which single purpose is your academic library most reliant on chatbots or chatboxes?
- Table 2.2 For which single purpose is your academic library most reliant on chatbots or chatboxes? Broken out by public or private college
- Table 2.3 For which single purpose is your academic library most reliant on chatbots or chatboxes? Broken out by college type or Carnegie class
- Table 2.4 For which single purpose is your academic library most reliant on chatbots or chatboxes? Broken out by tuition, $
- Table 2.5 For which single purpose is your academic library most reliant on chatbots or chatboxes? Broken out by enrollment
- Table 2.6 For which single purpose is your academic library most reliant on chatbots or chatboxes? Broken out by age of respondent
- Table 2.7 For which single purpose is your academic library most reliant on chatbots or chatboxes? Broken out by gender of respondent
- Table 2.8 For which single purpose is your academic library most reliant on chatbots or chatboxes? Broken out by level of education
- Table 3.1 How important is the use of chatbots or chatboxes to your library's overall mission and strategy?
- Table 3.2 How important is the use of chatbots or chatboxes to your library's overall mission and strategy? Broken out by public or private college
- Table 3.3 How important is the use of chatbots or chatboxes to your library's overall mission and strategy? Broken out by college type or Carnegie class
- Table 3.4 How important is the use of chatbots or chatboxes to your library's overall mission and strategy? Broken out by tuition, $
- Table 3.5 How important is the use of chatbots or chatboxes to your library's overall mission and strategy? Broken out by enrollment
- Table 3.6 How important is the use of chatbots or chatboxes to your library's overall mission and strategy? Broken out by age of respondent
- Table 3.7 How important is the use of chatbots or chatboxes to your library's overall mission and strategy? Broken out by gender of respondent
- Table 3.8 How important is the use of chatbots or chatboxes to your library's overall mission and strategy? Broken out by level of education
- Table 4.1 What percentage of your library's IT budget is allocated to chatbot or chatbox development and maintenance?
- Table 4.2 What percentage of your library's IT budget is allocated to chatbot or chatbox development and maintenance? Broken out by public or private college
- Table 4.3 What percentage of your library's IT budget is allocated to chatbot or chatbox development and maintenance? Broken out by college type or Carnegie class
- Table 4.4 What percentage of your library's IT budget is allocated to chatbot or chatbox development and maintenance? Broken out by tuition, $
- Table 4.5 What percentage of your library's IT budget is allocated to chatbot or chatbox development and maintenance? Broken out by enrollment
- Table 4.6 What percentage of your library's IT budget is allocated to chatbot or chatbox development and maintenance? Broken out by age of respondent
- Table 4.7 What percentage of your library's IT budget is allocated to chatbot or chatbox development and maintenance? Broken out by gender of respondent
- Table 4.8 What percentage of your library's IT budget is allocated to chatbot or chatbox development and maintenance? Broken out by level of education
- Table 5 Which vendors or providers does your library use for chatbot or chatbox development? Check all that apply.
- Table 5.1.1 Springshare. Which vendors or providers does your library use for chatbot or chatbox development?
- Table 5.1.2 Springshare. Which vendors or providers does your library use for chatbot or chatbox development? Broken out by public or private college
- Table 5.1.3 Springshare. Which vendors or providers does your library use for chatbot or chatbox development? Broken out by college type or Carnegie class
- Table 5.1.4 Springshare. Which vendors or providers does your library use for chatbot or chatbox development? Broken out by tuition, $
- Table 5.1.5 Springshare. Which vendors or providers does your library use for chatbot or chatbox development? Broken out by enrollment
- Table 5.1.6 Springshare. Which vendors or providers does your library use for chatbot or chatbox development? Broken out by age of respondent
- Table 5.1.7 Springshare. Which vendors or providers does your library use for chatbot or chatbox development? Broken out by gender of respondent
- Table 5.1.8 Springshare. Which vendors or providers does your library use for chatbot or chatbox development? Broken out by level of education
- Table 5.2.1 Ex Libris. Which vendors or providers does your library use for chatbot or chatbox development?
- Table 5.2.2 Ex Libris. Which vendors or providers does your library use for chatbot or chatbox development? Broken out by public or private college
- Table 5.2.3 Ex Libris. Which vendors or providers does your library use for chatbot or chatbox development? Broken out by college type or Carnegie class
- Table 5.2.4 Ex Libris. Which vendors or providers does your library use for chatbot or chatbox development? Broken out by tuition, $
- Table 5.2.5 Ex Libris. Which vendors or providers does your library use for chatbot or chatbox development? Broken out by enrollment
- Table 5.2.6 Ex Libris. Which vendors or providers does your library use for chatbot or chatbox development? Broken out by age of respondent
- Table 5.2.7 Ex Libris. Which vendors or providers does your library use for chatbot or chatbox development? Broken out by gender of respondent
- Table 5.2.8 Ex Libris. Which vendors or providers does your library use for chatbot or chatbox development? Broken out by level of education
- Table 5.3.1 OCLC. Which vendors or providers does your library use for chatbot or chatbox development?
- Table 5.3.2 OCLC. Which vendors or providers does your library use for chatbot or chatbox development? Broken out by public or private college
- Table 5.3.3 OCLC. Which vendors or providers does your library use for chatbot or chatbox development? Broken out by college type or Carnegie class
- Table 5.3.4 OCLC. Which vendors or providers does your library use for chatbot or chatbox development? Broken out by tuition, $
- Table 5.3.5 OCLC Which vendors or providers does your library use for chatbot or chatbox development? Broken out by enrollment
- Table 5.3.6 OCLC. Which vendors or providers does your library use for chatbot or chatbox development? Broken out by age of respondent
- Table 5.3.7 OCLC. Which vendors or providers does your library use for chatbot or chatbox development? Broken out by gender of respondent
- Table 5.3.8 OCLC. Which vendors or providers does your library use for chatbot or chatbox development? Broken out by level of education
- Table 5.4.1 EBSCO Information Services. Which vendors or providers does your library use for chatbot or chatbox development?
- Table 5.4.2 EBSCO Information Services. Which vendors or providers does your library use for chatbot or chatbox development? Broken out by public or private college
- Table 5.4.3 EBSCO Information Services. Which vendors or providers does your library use for chatbot or chatbox development? Broken out by college type or Carnegie class
- Table 5.4.4 EBSCO Information Services. Which vendors or providers does your library use for chatbot or chatbox development? Broken out by tuition, $
- Table 5.4.5 EBSCO Information Services. Which vendors or providers does your library use for chatbot or chatbox development? Broken out by enrollment
- Table 5.4.6 EBSCO Information Services. Which vendors or providers does your library use for chatbot or chatbox development? Broken out by age of respondent
- Table 5.4.7 EBSCO Information Services. Which vendors or providers does your library use for chatbot or chatbox development? Broken out by gender of respondent
- Table 5.4.8 EBSCO Information Services. Which vendors or providers does your library use for chatbot or chatbox development? Broken out by level of education
- Table 6.1 How much customization or tailoring has been done to your chatbots or chatboxes?
- Table 6.2 How much customization or tailoring has been done to your chatbots or chatboxes? Broken out by public or private college
- Table 6.3 How much customization or tailoring has been done to your chatbots or chatboxes? Broken out by college type or Carnegie class
- Table 6.4 How much customization or tailoring has been done to your chatbots or chatboxes? Broken out by tuition, $
- Table 6.5 How much customization or tailoring has been done to your chatbots or chatboxes? Broken out by enrollment
- Table 6.6 How much customization or tailoring has been done to your chatbots or chatboxes? Broken out by age of respondent
- Table 6.7 How much customization or tailoring has been done to your chatbots or chatboxes? Broken out by gender of respondent
- Table 6.8 How much customization or tailoring has been done to your chatbots or chatboxes? Broken out by level of education
- What metrics does your library use to evaluate the success and effectiveness of your chatbots or chatboxes?
- Table 7.1 To what extent is it a priority for your library to integrate ChatGPT and similar programs into your library chatboxes with plug ins and customization?
- Table 7.2 To what extent is it a priority for your library to integrate ChatGPT and similar programs into your library chatboxes with plug ins and customization? Broken out by public or private college
- Table 7.3 To what extent is it a priority for your library to integrate ChatGPT and similar programs into your library chatboxes with plug ins and customization? Broken out by college type or Carnegie class
- Table 7.4 To what extent is it a priority for your library to integrate ChatGPT and similar programs into your library chatboxes with plug ins and customization? Broken out by tuition, $
- Table 7.5 To what extent is it a priority for your library to integrate ChatGPT and similar programs into your library chatboxes with plug ins and customization? Broken out by enrollment
- Table 7.6 To what extent is it a priority for your library to integrate ChatGPT and similar programs into your library chatboxes with plug ins and customization? Broken out by age of respondent
- Table 7.7 To what extent is it a priority for your library to integrate ChatGPT and similar programs into your library chatboxes with plug ins and customization? Broken out by gender of respondent
- Table 7.8 To what extent is it a priority for your library to integrate ChatGPT and similar programs into your library chatboxes with plug ins and customization? Broken out by level of education
- Table 8.1 How satisfied are you with the chatboxes developed by these vendors?
- Table 8.2 How satisfied are you with the chatboxes developed by these vendors? Broken out by public or private college
- Table 8.3 How satisfied are you with the chatboxes developed by these vendors? Broken out by college type or Carnegie class
- Table 8.4 How satisfied are you with the chatboxes developed by these vendors? Broken out by tuition, $
- Table 8.5 How satisfied are you with the chatboxes developed by these vendors? Broken out by enrollment
- Table 8.6 How satisfied are you with the chatboxes developed by these vendors? Broken out by age of respondent
- Table 8.7 How satisfied are you with the chatboxes developed by these vendors? Broken out by gender of respondent
- Table 8.8 How satisfied are you with the chatboxes developed by these vendors? Broken out by level of education
- Table 9.1 How do you think chatboxes powered by ChatGPT plug ins and similar programs compare to chatboxes developed by major library vendors such as EBSCO, ProQuest, OCLC, Ex Libris, and others?
- Table 9.2 How do you think chatboxes powered by ChatGPT plug ins and similar programs compare to chatboxes developed by major library vendors such as EBSCO, ProQuest, OCLC, ExLibris, and others? Broken out by public or private college
- Table 9.3 How do you think chatboxes powered by ChatGPT plug ins and similar programs compare to chatboxes developed by major library vendors such as EBSCO, ProQuest, OCLC, Ex Libris, and others? Broken out by college type or Carnegie class
- Table 9.4 How do you think chatboxes powered by ChatGPT plug ins and similar programs compare to chatboxes developed by major library vendors such as EBSCO, ProQuest, OCLC, Ex Libris, and others? Broken out by tuition, $
- Table 9.5 How do you think chatboxes powered by ChatGPT plug ins and similar programs compare to chatboxes developed by major library vendors such as EBSCO, ProQuest, OCLC, Ex Libris, and others? Broken out by enrollment
- Table 9.6 How do you think chatboxes powered by ChatGPT plug ins and similar programs compare to chatboxes developed by major library vendors such as EBSCO, ProQuest, OCLC, Ex Libris, and others? Broken out by age of respondent
- Table 9.7 How do you think chatboxes powered by ChatGPT plug ins and similar programs compare to chatboxes developed by major library vendors such as EBSCO, ProQuest, OCLC, Ex Libris, and others? Broken out by gender of respondent
- Table 9.8 How do you think chatboxes powered by ChatGPT plug ins and similar programs compare to chatboxes developed by major library vendors such as EBSCO, ProQuest, OCLC, Ex Libris, and others? Broken out by level of education
- Table 10.1 Have your experiences with ChatGPT or similar programs influenced your perception of chatboxes developed by major library vendors?
- Table 10.2 Have your experiences with ChatGPT or similar programs influenced your perception of chatboxes developed by major library vendors? Broken out by public or private college
- Table 10.3 Have your experiences with ChatGPT or similar programs influenced your perception of chatboxes developed by major library vendors? Broken out by college type or Carnegie class
- Table 10.4 Have your experiences with ChatGPT or similar programs influenced your perception of chatboxes developed by major library vendors? Broken out by tuition, $
- Table 10.5 Have your experiences with ChatGPT or similar programs influenced your perception of chatboxes developed by major library vendors? Broken out by enrollment
- Table 10.6 Have your experiences with ChatGPT or similar programs influenced your perception of chatboxes developed by major library vendors? Broken out by age of respondent
- Table 10.7 Have your experiences with ChatGPT or similar programs influenced your perception of chatboxes developed by major library vendors? Broken out by gender of respondent
- Table 10.8 Have your experiences with ChatGPT or similar programs influenced your perception of chatboxes developed by major library vendors? Broken out by level of education
- Table 11.1 How do you envision the future of chatbot or chatbox development in academic libraries?
- Table 11.2 How do you envision the future of chatbot or chatbox development in academic libraries? Broken out by public or private college
- Table 11.3 How do you envision the future of chatbot or chatbox development in academic libraries? Broken out by college type or Carnegie class
- Table 11.4 How do you envision the future of chatbot or chatbox development in academic libraries? Broken out by tuition, $
- Table 11.5 How do you envision the future of chatbot or chatbox development in academic libraries? Broken out by enrollment
- Table 11.6 How do you envision the future of chatbot or chatbox development in academic libraries? Broken out by age of respondent
- Table 11.7 How do you envision the future of chatbot or chatbox development in academic libraries? Broken out by gender of respondent
- Table 11.8 How do you envision the future of chatbot or chatbox development in academic libraries? Broken out by level of education
- Table 12 Which of the following programs do you use to develop or maintain chatboxes for the library? Check all that apply.
- Table 12.1.1 Dialogflow. Which of the following programs do you use to develop or maintain chatboxes for the library?
- Table 12.1.2 Dialogflow. Which of the following programs do you use to develop or maintain chatboxes for the library? Broken out by public or private college
- Table 12.1.3 Dialogflow. Which of the following programs do you use to develop or maintain chatboxes for the library? Broken out by college type or Carnegie class
- Table 12.1.4 Dialogflow. Which of the following programs do you use to develop or maintain chatboxes for the library? Broken out by tuition, $
- Table 12.1.5 Dialogflow. Which of the following programs do you use to develop or maintain chatboxes for the library? Broken out by enrollment
- Table 12.1.6 Dialogflow. Which of the following programs do you use to develop or maintain chatboxes for the library? Broken out by age of respondent
- Table 12.1.7 Dialogflow. Which of the following programs do you use to develop or maintain chatboxes for the library? Broken out by gender of respondent
- Table 12.1.8 Dialogflow. Which of the following programs do you use to develop or maintain chatboxes for the library? Broken out by level of education
- Table 12.2.1 Botpress. Which of the following programs do you use to develop or maintain chatboxes for the library?
- Table 12.2.2 Botpress. Which of the following programs do you use to develop or maintain chatboxes for the library? Broken out by public or private college
- Table 12.2.3 Botpress. Which of the following programs do you use to develop or maintain chatboxes for the library? Broken out by college type or Carnegie class
- Table 12.2.4 Botpress. Which of the following programs do you use to develop or maintain chatboxes for the library? Broken out by tuition, $
- Table 12.2.5 Botpress. Which of the following programs do you use to develop or maintain chatboxes for the library? Broken out by enrollment
- Table 12.2.6 Botpress. Which of the following programs do you use to develop or maintain chatboxes for the library? Broken out by age of respondent
- Table 12.2.7 Botpress. Which of the following programs do you use to develop or maintain chatboxes for the library? Broken out by gender of respondent
- Table 12.2.8 Botpress. Which of the following programs do you use to develop or maintain chatboxes for the library? Broken out by level of education
- Table 12.3.1 Rasa. Which of the following programs do you use to develop or maintain chatboxes for the library?
- Table 12.3.2 Rasa. Which of the following programs do you use to develop or maintain chatboxes for the library? Broken out by public or private college
- Table 12.3.3 Rasa. Which of the following programs do you use to develop or maintain chatboxes for the library? Broken out by college type or Carnegie class
- Table 12.3.4 Rasa. Which of the following programs do you use to develop or maintain chatboxes for the library? Broken out by tuition, $
- Table 12.3.5 Rasa. Which of the following programs do you use to develop or maintain chatboxes for the library? Broken out by enrollment
- Table 12.3.6 Rasa. Which of the following programs do you use to develop or maintain chatboxes for the library? Broken out by age of respondent
- Table 12.3.7 Rasa. Which of the following programs do you use to develop or maintain chatboxes for the library? Broken out by gender of respondent
- Table 12.3.8 Rasa. Which of the following programs do you use to develop or maintain chatboxes for the library? Broken out by level of education
- Table 12.4.1 LibChat. Which of the following programs do you use to develop or maintain chatboxes for the library?
- Table 12.4.2 LibChat. Which of the following programs do you use to develop or maintain chatboxes for the library? Broken out by public or private college
- Table 12.4.3 LibChat. Which of the following programs do you use to develop or maintain chatboxes for the library? Broken out by college type or Carnegie class
- Table 12.4.4 LibChat. Which of the following programs do you use to develop or maintain chatboxes for the library? Broken out by tuition, $
- Table 12.4.5 LibChat. Which of the following programs do you use to develop or maintain chatboxes for the library? Broken out by enrollment
- Table 12.4.6 LibChat. Which of the following programs do you use to develop or maintain chatboxes for the library? Broken out by age of respondent
- Table 12.4.7 LibChat. Which of the following programs do you use to develop or maintain chatboxes for the library? Broken out by gender of respondent
- Table 12.4.8 LibChat. Which of the following programs do you use to develop or maintain chatboxes for the library? Broken out by level of education
- Table 12.5.1 Salesforce. Which of the following programs do you use to develop or maintain chatboxes for the library?
- Table 12.5.2 Salesforce. Which of the following programs do you use to develop or maintain chatboxes for the library? Broken out by public or private college
- Table 12.5.3 Salesforce. Which of the following programs do you use to develop or maintain chatboxes for the library? Broken out by college type or Carnegie class
- Table 12.5.4 Salesforce. Which of the following programs do you use to develop or maintain chatboxes for the library? Broken out by tuition, $
- Table 12.5.5 Salesforce. Which of the following programs do you use to develop or maintain chatboxes for the library? Broken out by enrollment
- Table 12.5.6 Salesforce. Which of the following programs do you use to develop or maintain chatboxes for the library? Broken out by age of respondent
- Table 12.5.7 Salesforce. Which of the following programs do you use to develop or maintain chatboxes for the library? Broken out by gender of respondent
- Table 12.5.8 Salesforce. Which of the following programs do you use to develop or maintain chatboxes for the library? Broken out by level of education
- Table 12.6.1 Zoho Desk. Which of the following programs do you use to develop or maintain chatboxes for the library?
- Table 12.6.2 Zoho Desk. Which of the following programs do you use to develop or maintain chatboxes for the library? Broken out by public or private college
- Table 12.6.3 Zoho Desk. Which of the following programs do you use to develop or maintain chatboxes for the library? Broken out by college type or Carnegie class
- Table 12.6.4 Zoho Desk. Which of the following programs do you use to develop or maintain chatboxes for the library? Broken out by tuition, $
- Table 12.6.5 Zoho Desk. Which of the following programs do you use to develop or maintain chatboxes for the library? Broken out by enrollment
- Table 12.6.6 Zoho Desk. Which of the following programs do you use to develop or maintain chatboxes for the library? Broken out by age of respondent
- Table 12.6.7 Zoho Desk. Which of the following programs do you use to develop or maintain chatboxes for the library? Broken out by gender of respondent
- Table 12.6.8 Zoho Desk. Which of the following programs do you use to develop or maintain chatboxes for the library? Broken out by level of education
- Table 12.7.1 LibAnswers. Which of the following programs do you use to develop or maintain chatboxes for the library?
- Table 12.7.2 LibAnswers. Which of the following programs do you use to develop or maintain chatboxes for the library? Broken out by public or private college
- Table 12.7.3 LibAnswers. Which of the following programs do you use to develop or maintain chatboxes for the library? Broken out by college type or Carnegie class
- Table 12.7.4 LibAnswers. Which of the following programs do you use to develop or maintain chatboxes for the library? Broken out by tuition, $
- Table 12.7.5 LibAnswers. Which of the following programs do you use to develop or maintain chatboxes for the library? Broken out by enrollment
- Table 12.7.6 LibAnswers. Which of the following programs do you use to develop or maintain chatboxes for the library? Broken out by age of respondent
- Table 12.7.7 LibAnswers. Which of the following programs do you use to develop or maintain chatboxes for the library? Broken out by gender of respondent
- Table 12.7.8 LibAnswers. Which of the following programs do you use to develop or maintain chatboxes for the library? Broken out by level of education
- Describe your library's efforts to integrate ChatGPT or other emerging AI programs into your library's chatbox development?
Methodology
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