July 31, 2021

Bot Building: Enhancing Customer Service Using Artificial Intelligence at the Calgary Public Library

From an Urban Library Council Blog Post:

As artificial intelligence seeps into people’s everyday experiences online, people now expect to be able to ask simple questions and receive immediate answers, rather than search through FAQs on a website. Calgary Public Library patrons were coming to expect AI, and library staff saw the opportunity to deploy such technology to improve the ease and convenience of using the library.

Additionally, AI was a way for Calgary Public Library to expand library services and multiply impact. Calgary is a sprawling and fast-growing city, home to over 1.2 million people. To better serve communities across the city, innovative service models are required. By using new technology to answer simple queries, employee time once spent answering these questions can be used differently. Ultimately, AI helps bring the library into more people’s lives.

About Gary Price

Gary Price (gprice@mediasourceinc.com) is a librarian, writer, consultant, and frequent conference speaker based in the Washington D.C. metro area. Before launching INFOdocket, Price and Shirl Kennedy were the founders and senior editors at ResourceShelf and DocuTicker for 10 years. From 2006-2009 he was Director of Online Information Services at Ask.com, and is currently a contributing editor at Search Engine Land.

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