Journal of Information and Knowledge (Formerly SRELS Journal of Information Management)

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Design and Development of InfoRef Using Dialogflow: A 24/7 Online Reference Service Platform


Affiliations
1 Department of Library and Information Science, School of Mathematics, Computers and Information Science, Central University of Himachal Pradesh (CUHP), Shahpur – 176206, Himachal Pradesh, India
     

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The present study proposes an AI-based conversational agent named InfoRef to provide reference services by creating an interactive interface between library services and users. The application works on the AAA (Anytime, Anywhere, Anyone) model and routes the users to the available information. It provides access to 24/7 information to users. The free version of Dialogflow (a natural language understanding engine by Google) was used for building the InfoRef application. After its development, the InfoRef was integrated with different online platforms like the website, Koha ILS, and Telegram. The integration worked well and generated a similar response on all platforms.

Keywords

AI, Chatbot, InfoRef, Reference Service, Virtual Reference Service.
User
About The Authors

Priya
Department of Library and Information Science, School of Mathematics, Computers and Information Science, Central University of Himachal Pradesh (CUHP), Shahpur – 176206, Himachal Pradesh
India

K. Shivarama Rao
Department of Library and Information Science, School of Mathematics, Computers and Information Science, Central University of Himachal Pradesh (CUHP), Shahpur – 176206, Himachal Pradesh
India


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  • Design and Development of InfoRef Using Dialogflow: A 24/7 Online Reference Service Platform

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Authors

Priya
Department of Library and Information Science, School of Mathematics, Computers and Information Science, Central University of Himachal Pradesh (CUHP), Shahpur – 176206, Himachal Pradesh, India
K. Shivarama Rao
Department of Library and Information Science, School of Mathematics, Computers and Information Science, Central University of Himachal Pradesh (CUHP), Shahpur – 176206, Himachal Pradesh, India

Abstract


The present study proposes an AI-based conversational agent named InfoRef to provide reference services by creating an interactive interface between library services and users. The application works on the AAA (Anytime, Anywhere, Anyone) model and routes the users to the available information. It provides access to 24/7 information to users. The free version of Dialogflow (a natural language understanding engine by Google) was used for building the InfoRef application. After its development, the InfoRef was integrated with different online platforms like the website, Koha ILS, and Telegram. The integration worked well and generated a similar response on all platforms.

Keywords


AI, Chatbot, InfoRef, Reference Service, Virtual Reference Service.

References





DOI: https://doi.org/10.17821/srels%2F2023%2Fv60i3%2F171042