Using AI for First-Line Student Services in Libraries: Meeting Needs, Building Bridges
In today’s academic environment, immediate access to information is not just a convenience—it's a necessity. As student and faculty expectations for fast, accurate support grow, libraries are finding innovative ways to meet these demands. One promising solution is the integration of AI-driven initial assistance for basic library services and research navigation. When programmed thoughtfully and strategically, AI can serve as the perfect first responder—guiding users through digital platforms, databases, and scheduling further human support when needed.
How AI Elevates First Contact Services
AI can provide instant assistance for common questions and tasks, such as:
Navigating library websites and databases
Locating ebooks, journal articles, and research guides
Understanding citation tools and formats
Troubleshooting basic account or access issues
Answering FAQs about library hours, study room reservations, and technology loans
With natural language processing (NLP) and machine learning, today's AI can understand context better than ever. Instead of static FAQs, students can ask questions like, “Where can I find peer-reviewed articles on climate change?” or “How do I access JSTOR off-campus?” and receive immediate, personalized responses.
This immediate point-of-need assistance empowers users by:
Saving time
Reducing frustration
Building confidence in using digital library resources independently
Bridging to Human Expertise: Smart Scheduling for Deeper Help
Crucially, AI shouldn’t replace librarians—it should enhance their ability to provide deeper, more personalized support. When a student or faculty member’s needs go beyond basic assistance (for instance, needing a full research consultation, citation management help, or in-depth database training), the AI system can seamlessly offer to schedule a follow-up with a live librarian.
Through smart integration with digital calendars and communication tools, AI can offer users options to:
Schedule a video consultation
Arrange a phone call
Book an in-person meeting
Begin a live text chat with a librarian available at that moment
This “first-aid then full care” model ensures no user is left waiting or wondering how to get more help—and no opportunity for deeper engagement is lost.
Benefits for Students, Faculty, and Libraries
When AI is programmed excellently, the benefits cascade across the entire academic community:
Students receive quick, reliable help whenever and wherever they are working, increasing their confidence and research success.
Faculty can depend on smoother onboarding for students using library services, freeing them to focus more on instruction than troubleshooting.
Librarians can focus on higher-level research support and instruction rather than repetitive basic queries, using their expertise where it matters most.
The Library demonstrates leadership in user-centered service design and positions itself as an essential, innovative partner in academic success.
Key Considerations for Success
To achieve these outcomes, a few critical factors must be in place:
High-quality programming: AI must be trained on library-specific resources and common questions unique to each institution.
Clear escalation paths: Users should easily know when and how to transition to live help.
Ongoing updates: AI systems must evolve with new library services, database changes, and emerging user needs.
Human collaboration: Librarians should be part of the AI design process to ensure it reflects real-world service expertise and user-centered thinking.
In short, AI is not the future—it’s the now.
By strategically using AI for initial student services in library assistance and negotiation, we can deliver faster, smarter, and more human-centered support than ever before.
When students and faculty feel seen, helped, and connected at their exact point of need, libraries fulfill their greatest mission: empowering learning and discovery in every possible way.
~Natasa Hogue
