ADOPTION AND UTILIZATION OF AI-POWERED CHATBOTS FOR USER ASSISTANCE BY ACADEMIC LIBRARIANS IN SELECTED UNIVERSITY LIBRARIES IN KANO STATE, NIGERIA

Abstract

The emergence of artificial intelligence (AI) has created new possibilities for

transforming information and reference services in academic libraries. AI

powered chatbots can provide conversational assistance, answer routine

enquiries, support resource discovery and extend library services beyond

conventional service hours. However, successful implementation depends on

technological readiness, librarian competence and institutional support. This

study examined the adoption and utilization of AI-powered chatbots for user

assistance by academic librarians in selected university libraries in Kano State,

Nigeria. An explanatory sequential mixed-methods design was adopted. The

population comprised professional librarians and library users in three

universities representing federal, state and private ownership. A total of 110

librarians were selected through census sampling, and 240 library users were

selected through systematic random sampling, yielding a total sample of 350

respondents. Six to ten library administrators and ICT personnel were

additionally recruited for semi-structured interviews. Data were collected using

the AI Chatbot Adoption and Utilization Questionnaire (AICAUQ) and a semi

structured interview guide. Quantitative data were analysed using frequency,

percentage, mean, standard deviation, Pearson Product Moment Correlation

and multiple regression, while qualitative data were analysed thematically.

Findings indicated that technological readiness, AI-related digital competence

and institutional support are significant factors associated with chatbot

utilization. The study recommends investment in digital infrastructure,

continuous AI competency development, institutional policies and phased

implementation of AI-powered chatbot services in university libraries.