ENHANCING USER EXPERIENCE THROUGH AI INTEGRATION IN LIBRARY SERVICES AND DELIVERY AMONG LIBRARIANS IN NATIONAL OPEN UNIVERSITY LIBRARIES

Abstract

The study, Enhancing User Experience through AI Integration in Library Services and Delivery

among Librarians in National Open University Libraries (NOUN), examines the transformative

potential of artificial intelligence (AI) in addressing the unique challenges faced by NOUN’s

library services in an open and distance learning (ODL) environment. Libraries at NOUN serve

a geographically dispersed user base, relying heavily on digital tools. However, traditional

systems often fail to meet user needs due to accessibility barriers. AI technologies can enhance

service delivery by improving efficiency, accessibility, and user satisfaction. The research

highlights that many librarians are only moderately aware of AI's benefits, with insufficient

training and limited availability of AI tools worsening the problem. Findings reveal that the

extent of awareness of artificial intelligence among NOUN librarians is moderate. The study

also revealed that AI tools such as chatbots, automated cataloguing systems, recommendation

systems, OCR tools, and library analytics were absent in NOUN. The study further found

infrastructural limitations and financial constraints to be the critical barriers to integrating

artificial intelligence in NOUN libraries. Capacity-building initiatives, financial investment,

and modern infrastructure are identified as crucial strategies for addressing these barriers. The

study concludes that addressing these challenges through training, funding, and infrastructure

upgrades as recommendations, are critical to leveraging AI's potential to improve resource

accessibility, service delivery, and user satisfaction in NOUN libraries.