Chatbot para o serviço de referência da Biblioteca Setorial Berilo Borba do Centro de Ciências Sociais Aplicadas da Universidade Federal da Paraíba

Abstract

Growing digitalisation and the search for technological innovations have transformed various sectors, with Artificial Intelligence (AI) emerging as a promising opportunity. This study proposes the implementation of a chatbot in the Reference Service of the Berilo Borba Sectorial Library, linked to the Centre for Applied Social Sciences at the Federal University of Paraíba (CCSA/UFPB). The research, which is exploratory and descriptive in nature, is based on the bibliographic method and uses a qualitative approach to data analysis, investigating the effectiveness of AI in modernising the Reference Service. The focus is on the development of a virtual assistant aimed at improving user support, offering quick answers to recurring queries and automating routine tasks, which enhances the efficiency of library services. The implementation proposal generated a diversified menu of options, promoting greater accessibility and speed in service. The results show that the system can reduce dependence on human service, allowing librarians to dedicate themselves to more complex activities. The conclusion is that the automation of reference services in this library can provide a continuous, personalised and accessible service via WhatsApp.