Evolution of Reference Services in the Era of Generative Artificial Intelligence

Abstract

This interdisciplinary perspective paper explores the evolving relationship between generative artificial intelligence (GenAI) and library reference services across academic and public libraries, with implications for Library and Information Science (LIS) education. As numerous AI tools, especially GenAI, make information easier to access but quality information harder to identify, information professionals have a unique opportunity to lead in the responsible use of AI for information access. In particular, as libraries integrate GenAI into virtual and traditional reference models, they must navigate opportunities for enhanced service delivery and challenges such as AI hallucinations and ethical use. The paper traces historical developments in personalized reference, staffing trends, and technological transformations, arguing that GenAI tools should complement rather than replace human librarians. Additionally, the paper examines the impact of GenAI on archival reference, specialized services, and the emergence of conversational assistants as digital intermediaries. Ethical considerations are also addressed, including misinformation, epistemic agency, and belief formation. These considerations lead to the need for LIS curriculum to evolve to incorporate AI competencies, emphasizing responsible use, evaluation of AI outputs, and the development of AI literacy. The paper concludes by advocating for a human-centered AI approach that reinforces librarians' roles as ethical guides and information stewards.