Abstract

The advent of artificial intelligence (AI) has significantly transformed library reference services, particularly through the introduction of conversational agents such as ChatGPT. This study explores user perceptions of ChatGPT in comparison to traditional reference services provided by human librarians. Employing a surveybased methodology, data were collected from academic library users to assess key factors including accuracy, trustworthiness, user satisfaction, response time, and ease of use. The findings indicate that although ChatGPT delivers rapid and easily accessible support, users generally prefer traditional reference services for complex or specialized queries, attributing this preference to the human capacity for contextual understanding and critical thinking. The study underscores the complementary roles of AI and human librarians, proposing that the integration of ChatGPT as a supportive tool can enhance the overall effectiveness of reference service delivery. These insights offer valuable guidance for libraries aiming to innovate while aligning with user expectations in a rapidly evolving information environment.

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