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New Library Chatbot provides answers 24/7

by University of Bolton Library on 2023-05-23T15:57:00+01:00 in Feedback | 0 Comments

Regular visitors to our site may have noticed that we have a new Chatbot that provides out-of-hours help when Library staff aren't available. 

We launched our popular staffed chat service at the start of the pandemic in March 2020 and have dealt with over 7800 chats in that time! Our staffed chat service has typically operated Monday-Friday between 10am-4pm - though we've had feedback that our students would like that extending, particularly those studying with our off-campus partners around the world.

Our Chatbot means that you can now get chat support 24-7 - and if the bot isn't helping you find the answers that you need, you can transfer to a human member of the team during our staffed hours.

Example chatbot flow

The bot isn't a true AI - it's rules based - so you have to be quite specific about what you need. It can provide answers using over 220 Frequently Asked Questions. You can't use it to search for library resources like books or journal articles either - it's just for information about our services and support. To search for books and ebooks, journal articles, conference proceedings and a wide range of other quality learning content, use the Discover@Bolton search box on our homepage. Find out more about Discover@Bolton

We get great feedback on our staffed chat - with 97% of users rating it as excellent or good during the 2022-23 academic year. We get lots of great comments too: 

  • Very helpful and a really quick easy to use
  • Bethany resolved this issue fast and professional. Thank you
  • Sinead was friendly and extremely helpful today. Thank you!
  • Problem resolved in seconds. Very satisfied and happy

We'll be launching a new feedback survey for the ChatBot soon - so you can let us know how it's doing too!  

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