Evaluation of the impact of AI-based chatbots on user satisfaction and efficiency in Peruvian university libraries

Patricio-Peralta C.; Zamora Mondragón J.; Patricio Peralta W. · Bibliotecas (2026) · DOI: 10.15359/rb.44-1.5

Resumen

The study evaluated the impact of Al-based chatbots on user satisfaction and operational efficiency in Peruvian university libraries, both public and private. A mixed-methods approach was applied, combining surveys, interviews, and a review of usage records from 12 universities, with a sample of 850 participants, including students, faculty members, and librarians. The results indicated an 89% reduction in the average time required to respond to common questions and a 27% reduction in staff workload. User satisfaction also increased by 22%, although some limitations in technological infrastructure and training were identified. It is concluded that chatbots are an effective tool for strengthening university library services, provided that their implementation is accompanied by sustained technical improvements and institutional training strategies.

Instituciones: Universidad Tecnológica del Perú