A personalização do serviço de referência em bibliotecas universitárias com o uso da inteligência artificial generativa

Adriléia de Moura Lima; Elisângela Cristina  Aganette

doi:10.5007/1518-2924.2025.e103494

Authors

Adriléia de Moura Lima Federal University of Minas Gerais https://orcid.org/0000-0002-3086-0015
Elisângela Cristina Aganette Federal University of Minas Gerais https://orcid.org/0000-0003-4357-8016

DOI:

https://doi.org/10.5007/1518-2924.2025.e103494

Keywords:

Generative Artificial Intelligence, Reference Service, University Library, Chatbots

Abstract

Objetivo: Verify through the literature how university libraries are using Generative Artificial Intelligence to enhance user service by making it personalized.
Methods: This is a bibliographic, exploratory-descriptive research with a qualitative-quantitative approach. The research corpus was taken from Web of Science and Scopus through a narrative literature review. Data collection was conducted between 2019 and 2024. A categorical content analysis based on Bardin (2011) was carried out.
Results: It was observed that the use of generative artificial intelligence has the potential for translating languages according to user preferences; providing cohesive and authentic responses; recommending relevant content to users based on their profile and can streamline interactions between services and people. Thus, generative AI emerges as a potential tool for offering more personalized services.
Conclusions: Generative technologies have enormous potential to enhance the quality of reference responses, meet the needs of virtual reference services, and personalize content for users

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Author Biographies

Adriléia de Moura Lima, Federal University of Minas Gerais

PhD student and Master in Knowledge Management and Organization from the Federal University of Minas Gerais. Specialist in Public Administration from Cândido Mendes University (2019). Graduated in Library Science from the Federal University of Minas Gerais (2014). She worked as a consultant in institutional organization, document organization, memory centers, digitization, metadata, historical collections. He is interested in developing research in the field of Information Science with a focus on Information and Knowledge Organization, Library Science, User Studies, Scientific Communication, Information Systems and Artificial Intelligence. She is currently Librarian at the Federal University of Minas Gerais.

Elisângela Cristina Aganette, Federal University of Minas Gerais

Ph.D. in Information Science (UFMG-2015), Master’s in Information Science (UFMG-2010), Specialist in Information and Knowledge Management (CEFET-2008), and Bachelor's degree in Library Science (UFMG-2005). Head of the Department of Information Organization and Treatment at ECI/UFMG. Associate Professor at the Federal University of Minas Gerais. Over 15 years of experience as a Consultant in Information Management, Processes, and Information Technology. Consultant in the areas of information and knowledge organization and representation, process modeling. Experience in modeling solutions for Enterprise Content Management (ECM) and Business Process Modeling (BPM). Research: Classification and representation of information and knowledge; Corporate and faceted taxonomies; Ontologies as a tool for data retrieval and quality; Data modeling; Artificial Intelligence; Preservation of digital archival documents.

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