Proposta de atendimento automatizado na Biblioteca Central Brazão Mazula com uso de Chatbots

Abstract

The main objective of this study was to explore the potential applications of Artificial Intelligence (AI) at the Brazão Mazula Central Library (BCE), located at Eduardo Mondlane University. The research sought to identify how the use of AI-based chatbots can optimize information retrieval processes, reference services, and collection management. The rationale was based on the growing relevance of AI in various sectors and the lack of local studies connecting this technology to librarianship. To achieve this purpose, the study used a qualitative, descriptive, and exploratory approach, supported by a literature review, document analysis, and questionnaires administered to library students and staff. The results illustrated that users recognize significant limitations in current services, especially in response time and access to basic information, and demonstrated strong receptiveness to the introduction of digital solutions such as chatbots. Staff members demonstrated openness to adopting the tool, provided it is accompanied by training and gradual integration into the existing system. Based on these findings, the study concluded that implementing a chatbot, initially integrated with WhatsApp, presents a viable alternative aligned with the technological and social realities of the academic community. In addition to increasing the accessibility and efficiency of services, the proposal strengthens the BCE's role as a hub for innovation and knowledge in Mozambique