Adoption of AI Chatbots for Reference Services in University Libraries in Ghana: A Diffusion of Innovations Perspective

Artificial Intelligence (AI) is reshaping academic library services by enhancing reference delivery, automating responses, and expanding user access. However, adoption in Sub-Saharan Africa, including Ghana, has been slow and uneven. Our study explores the opportunities and challenges of integrating AI-powered chatbots into university library reference services, drawing on the Diffusion of Innovations theory as an interpretive lens. A qualitative multiple-case design was employed, combining semi-structured interviews with library directors, reference librarians, and frontline library staff from public universities, alongside descriptive analysis of usage log data from existing digital chat systems. Thematic analysis revealed that while AI chatbots are perceived to offer speed, reliability, and 24-h access, concerns persist regarding infrastructural readiness, system compatibility, and staff capacity. Usage logs further showed fluctuating engagement that mirrored stages of innovation adoption, highlighting institutional differences in digital preparedness and user demand. The key finding of this paper is that the successful adoption of AI chatbots in Ghanaian university libraries depends on phased implementation, targeted capacity building, and strong alignment with institutional culture and workflows. The study contributes one of the first empirical insights into AI adoption in African academic libraries by integrating qualitative perspectives with behavioral evidence, offering a scalable framework for similar resource constrained contexts.