Ivana Jašović
Opštinska narodna biblioteka „Veljko Petrović” Žabalj
suzanauzelac@yahoo.com

Bojana Veselinović
Narodna biblioteka Srbije, Beograd
veselinovic.bojana@nb.rs

doi: 10.5937/cit2547070J
No. 47 (November 2025), str. 70-78

Chatbot in Library Information Systems

Abstract

In the era of digital innovation, various companies, public, and educational institutions face challenges in improving communication with their users and clients. Traditional communication models are becoming increasingly obsoleteand are being replaced by modern technologies. Chatbots, artificial intelligence, and automation are introducing new developments in the field of communications. Natural language applications and simplified communication methods enable users to access services easily and quickly. However, one must take into account the fact that all these tools are capable of answering questions like human beings in the conceptual sense, but these systems have not yet developed a way of achieving a deeper understanding of what has been learned. It must also be stressed that when receiving this data, we have no information about the source, nor the update date. Therefore, even today, chatbots can only serve as an auxiliary tool, a bridge that will connect librarians and users, and make work easier for both parties. However, they should not be experienced as the ultimate goal and a universal encyclopedia that will provide answers to all questions. Any other way of using this tool would not only be harmful and unreliable, but would also lead humanity in the opposite direction from the one it has been going so far.

Keywords:

artificial intelligence, chatbots, library and information science

Submitted: 21th February 2025
Correction to the manuscript: 7th October 2025
Accepted for publication: 14th October 2025

Chatbot in Library Information Systems by Ivana Jašović is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

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