Library launches AI-assistant to support distance learners worldwide

The chatbot, which is integrated into the library’s 'Ask A Librarian' service, launched in June 2024 and helps ensure students can access library support outside normal UK office hours.

In the initial six-month period, the chatbot handled 352 student enquiries - approximately one-third of total queries received by the Online Library team. It manages routine questions, freeing up library staff to focus on complex academic enquiries that require specialist expertise. As the system learns from each interaction, its knowledge base expands, enabling it to support an increasing number of student queries.

Sandra Tury, Associate Director (Online Library Services), said: “Since transitioning to the AI-enhanced version of Olark, we’ve been able to offer round-the-clock support, which has been particularly beneficial for students in different time zones where the traditional nine to five support model was insufficient. Student support is one of the ongoing challenges the University faces and technological solutions like this are essential in addressing these challenges.”

Students from 88 countries now engage with the service, with particularly strong use across major academic hubs including Karachi, Dhaka and Hong Kong. Users so far have found the chatbot to be effective, rating the service at 4.1 out of 5, with notably high scores for response time (4.4) and engagement quality (4.3).

Users can access the chatbot, which is powered by the live chat tool Olark, through https://onlinelibrary.london.ac.uk/.