Factors Affecting the Adoption of Chatbots to Answer Users’ Queries in Academic Libraries: A Global Review of Literature

Libraries are at great risk of becoming outdated in the 21st century unless they embrace new technologies to improve information management and service delivery. In recent years, chatbots have arisen in the digital landscape as a further important development of technology, providing libraries, with an emphasis on academic libraries, innovative ways to enhance patrons’ experiences and provide services. This research deeply explores the multi-faceted world of chatbots in the academic library environment. This research continues with a global review of literature focusing on four main points. First, it collects studies and articles relating to technological factors that influence chatbots’ adoption in academic libraries. These factors refer to their integration with existing library systems, the technical expertise demanded to implement their application, as well as compatibility issues with library material and collections. Furthermore, studies relating to user-centric factors are presented. These refer to library patrons’ acceptance and familiarity with chatbots, their preferences for using them as communication channels, as well as the expectations they have regarding response accuracy and time. Finally, this research indicates articles and papers that are associated with social and cultural factors regarding the adoption of these AI-driven technologies. It examines the perception of chatbots as replacements for human interaction, security and privacy concerns, and lastly, cultural attitudes toward these technologies. Consequently, this work pinpoints key findings, highlights their importance, and provides recommendations for future research directions.