NAVROC 2025

In 2021, the University of Calgary Libraries launched a multilingual reference chatbot by leveraging a commercial product that combines a large language model (LLM) with retrieval-augmented generation (RAG) technology. The chatbot is trained on the library’s own web content, including LibGuides and operating hours. University of Calgary Library staff will discuss their implementation of this chatbot and talk about one of the pleasant side-effects of the implementation; that the chatbot has shifted routine tasks away from library staff, allowing them to focus on more impactful projects like service design and delivery.