Effects of AI-driven tools on reference services and staff roles in academic libraries

Abstract

Purpose This study examines the effects of AI-driven tools on reference services and staff roles in academic libraries in Nigeria. It explores how AI technologies, such as chatbots and machine learning algorithms, enhance service efficiency, shift librarian responsibilities and impact user satisfaction. Design/methodology/approach A qualitative research approach was employed, utilizing semi-structured interviews with reference librarians, Information Technology support staff and administrators from six private universities in Nigeria. Participants were purposively selected for their experience with artificial intelligence (AI)-driven reference services. Thematic analysis was conducted to identify key patterns in AI adoption, staff adaptation and user engagement. Findings Findings indicate that AI tools such as Turnitin (plagiarism detection), Grammarly (writing assistance) and WhatsApp-based library chatbots (Meta AI) improve efficiency by automating routine tasks, reducing librarian workload and enhancing user experiences through personalized recommendations. However, challenges such as AI's limitations in handling complex inquiries, concerns about data privacy and the need for librarian oversight were identified. Additionally, AI adoption has reshaped librarian roles, necessitating continuous professional development in digital literacy and AI management. Originality/value This research provides insights into the evolving role of AI in Nigerian academic libraries, emphasizing the need for a hybrid approach that balances AI automation with human expertise. It highlights the importance of AI literacy training for both librarians and users to maximize the benefits of AI-driven reference services while maintaining service quality and ethical standards.

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