Chat communication in library user services

Abstract

The chat communication is a new type of user distance service. The authors examine the technology applications in different organizations and libraries, in particular. Intelligent information systems are used for designing virtual assistants and chatbots. The authors emphasize that, as for today, the scientific classification for chatbots is lacking. They attempt to categorize virtual talkbots. They discuss iPavlov artificial intellect library. The most interesting Russian developments are Telegram chatbots of Russian State Library for Young Adults, Directorate of Cultural Centers of Moscow, and that of St. Petersburg State Library for the Blind and Visually Impaired. RNPLS&T has implemented jivo system of chat communication. The reasons for choosing this system and operation results are discussed. The authors conclude that chat communication meets the principles and improves efficiency of user services.