It Takes a Village

Abstract

The introduction of Large Language Models (LLM) to the chatbot landscape has opened intriguing possibilities for academic libraries to offer more responsive and institutionally contextualized support to users, especially outside of regular service hours. While a few academic libraries currently employ AI-based chatbots on their websites, this service has not yet become the norm and there are no best practices in place for how academic libraries should launch, train, and assess the usefulness of a chatbot. In summer 2023, staff from the University of Delaware’s Morris Library information technology (IT) and reference departments came together in a unique partnership to pilot a low-cost AI-powered chatbot called UDStax. The goals of the pilot were to learn more about the campus community’s interest in engaging with this tool and to better understand the labor required on the staff side to maintain the bot. After researching six different options, the team selected Chatbase, a subscription-model product based on ChatGPT 3.5 that provides user-friendly training methods for an AI model using website URLs and uploaded source material. Chatbase removed the need to utilize the OpenAI API directly to code processes for submitting information to the AI engine to train the model, cutting down the amount of work for library information technology and making it possible to leverage the expertise of reference librarians and other public-facing staff, including student workers, to distribute the work of developing, refining, and reviewing training materials. This article will discuss the development of prompts, leveraging of existing data sources for training materials, and workflows involved in the pilot. It will argue that, when implementing AI-based tools in the academic library, involving staff from across the organization is essential to ensure buy-in and success. Although chatbots are designed to hide the effort of the people behind them, that labor is substantial and needs to be recognized.

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