Conversational assistants in academic libraries: enhancing reference services through Bing Chat

Purpose This research aims to explore the integration of Bing Chat, an artificial intelligence (AI)-powered conversational assistant, into academic libraries and its potential impact on reference services. Design/methodology/approach This study analyzes existing literature to investigate the integration of Bing Chat in academic libraries. This research focuses on its features, capabilities and implications for enhancing user experiences and addressing information needs. Findings The findings highlight that Bing Chat’s conversational interface facilitates more dynamic and context-aware reference interactions, fostering user empowerment and personalized learning pathways. The integration of Bing Chat with existing library resources enhances resource discovery, navigational assistance and engagement with visual content. However, challenges related to accuracy, privacy and algorithmic bias require careful consideration. Originality/value This research contributes to the literature by providing an in-depth exploration of Bing Chat’s integration into academic libraries, emphasizing its transformative potential for reference services. This study addresses ethical and social dimensions associated with AI-driven tools in library environments, offering insights into ensuring fairness, privacy and user trust.