Using AI personas in ChatGPT for online chat reference training

Abstract

Purpose

This study aims to explore the use of artificial intelligence (AI) personas for training library staff in an online chat reference environment, enhancing trainees’ abilities to respond effectively to real-life patron requests.

Design/methodology/approach

The project used ChatGPT-4 to construct custom generative pretrained transformers (GPTs) that acted as library patrons and presented the types of questions and reference requests that library staff would likely receive. These AI personas were improved iteratively and collaboratively. Novice chat reference users were surveyed on their experiences with the final AI personas.

Findings

The use of AI personas for training library staff showed promising results. AI personas could simulate interactions with actual patrons, and trainees’ confidence levels increased due to their use. However, limitations still exist, as AI personas were prone to providing overly detailed answers or required prompting to stay on task.

Originality/value

To the best of the authors’ knowledge, this study is among the first to apply AI personas in the context of improving training for online chat reference. The experience contrasts with other efforts to use generative AI to provide answers directly to patrons without human intervention or involvement.

Citation

Yates, W., VanDeusen, T., Schuman, S., Curry, K., Maki, J., Ogborn, M., Malecki, A.L., Martin, J.A., Edens, W., Bonanni, M. and Prosser, E. (2024), "Using AI personas in ChatGPT for online chat reference training", Library Hi Tech News, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/LHTN-08-2024-0137