Exploring the viability of ChatGPT as an alternative to traditional chatbot systems in library and information centers

Purpose The purpose of this study is to explore the feasibility of using ChatGPT-based chatbot systems as an alternative to traditional knowledge base-based chatbot systems in library and information centers (LICs). Design/methodology/approach The study used a qualitative research approach to examine the viability of ChatGPT-based chatbot systems in LICs. The researchers conducted an extensive literature review and analyzed data collected from interviews with experts in the field of library and information science. Findings The findings of the study reveal that ChatGPT-based chatbot systems are a viable alternative to traditional knowledge base-based chatbot systems in LICs. ChatGPT has the potential to provide more accurate and personalized responses to user queries, improve the user experience and reduce the workload of library staff. However, there are some limitations to the use of ChatGPT in LICs, such as the need for substantial training data and the risk of perpetuating biases. Originality/value To the best of the authors’ knowledge, this study is one of the first to explore the potential of ChatGPT-based chatbot systems in the context of LICs. The research provides insights into the advantages and limitations of ChatGPT-based chatbots and highlights the possibilities for future use of this technology in the information service industry.