Stella-UniversityofOttawa.ppt

Stella Library Chatbots in Electronic Reference Outline Some basic information What is a chatbot? The State and University Library in Hamburg Why a library chatbot for our library? Project details The making of Stella Character conception Graphic design Knowledge base Website integration Automatic reference interviews? Experiences and evaluation Chatbots – a German trend? Learnings What is a chatbot? State and University Library Hamburg Departmental libaries60 Volumes held: 3,2 million Staff: 213 (90 librarians) Fulltime Students: 40.000 Expenditures: 5 million CAD Why a library chatbot? Project details The making of Stella Character conception Graphic design Knowledge base Website integration Character conception Specifications No librarian! Distinctly different from a real human being Kind and humorous, yet discreet in a “hanseatic” way Realization Patron saint of the library and website scout Rather unusual name Let‘s hear Stella talk about herself... Stella about herself Giving Stella a face Giving Stella a face Four from ten moods Stella‘s ?brain“ 3000 “rules” each rule for a specific topic focus on research strategies variations of questions phrased in Perl regular expressions answers with mood, text, URLs The technology behind Stella How Stella runs into trouble... Website integration: Iframe moveable can be minimized if Stellas presence is not requested Stella can accompany users while they are browsing the site Automatic reference interviews? Experiences and evaluation Library Chatbots – a German trend? Learnings Marketing: Press articles Evaluation: Statistical data Stella – an alternative catalog interface? Work in progress: Connecting Stella to the catalog Evaluation Transcript analysis Extensive after launch, ongoing decrease in wrong answers from 30% to 15% within 2 months 83% of dialogs on library-related topics 25% information literacy Questionnaire 1 month, online Poor turnout = limited validity High polarisation Interes