University Library launches AI chatbot for enquiry service

The Würzburg University Library (UBW) live chat service has been in operation since April 2025 and has since become an integral part of its digital information services. With ‘BibBot’, this service is now being expanded to include an AI-powered chat assistant that supports users outside of opening hours. The AI bot processes the UBW’s service information using a powerful language model, conducts natural conversations and helps users resolve their enquiries quickly.

The impetus for introducing an AI assistant came from students on the "Studienzuschusskommission". There, they expressed a desire for digital support via the library chat that would be available at all times. The University Library took up this suggestion and turned it into a new digital service in the form of ‘BibBot’. Funding is provided from student grants.

In doing so, the UBW is responding to the generally growing demand for low-threshold, rapid support with enquiries regarding the library’s services and offerings. The AI assistant specifically complements the existing in-person enquiry service and is used in particular in the evenings, at night and at weekends.

Comprehensive knowledge base as a foundation

‘BibBot’ draws on a comprehensive knowledge base comprising content from the University Library and its website, and uses a language model to present this information in natural, easily understandable language. This enables users to quickly find their way around and receive specific guidance on their enquiries.

With the launch of “BibBot”, the University Library of Würzburg is expanding its range of digital services with a forward-looking addition. At the same time, the project highlights how collaboration between students and the library leads to tangible improvements that make everyday student life noticeably easier.