Implementing a No-Code AI Chatbot in an Indian Academic Library: A Case Study of User Experience and Digital Reference Service Enhancement
Keywords:
Library chatbot, Jotform AI, academic libraries, user experience, artificial intelligence, library automation, S.P. Jain College LibraryAbstract
This study focused on the implementation of the no-code AI Chatbot created with JotForm AI and its effectiveness in being a viable solution for digital reference services. In today's world, users have higher expectations of the capabilities of their academic libraries, and for a small library where budget is a constraint and technical staff is scarce, this research aimed to see if a one-step, no coding required tool could truly alleviate the daily burden on librarians and users. This study used an action research case study design consisting of planning, building, evaluation and reflection. A Chatbot was designed and implemented in the Library of S.P. Jain Arts and Commerce College, Pabal, Pune, Maharashtra. A structured questionnaire was given to 150 users and data were analysed using descriptive statistics and the Composite Satisfaction Index (CSI) was used to measure the user satisfaction in library service environments. The results demonstrated that the chatbot could assist with the day-to-day library queries and enhance accessibility to the information that is frequently used in the library. The CSI score of 3.23/4 was reported as good overall satisfaction by users, with reduced overall response time, convenience and overall satisfaction. Availability and accessibility were appreciated by the respondents while some expected multilingual support, voice
interaction and integration with LMS. The study proves that no-code AI chatbot solutions can offer low cost digital reference services in small academic libraries. However, with proper training and infrastructure, and ongoing enhancements, these tools can be integrated with conventional services and help librarians build AI skills alongside.
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