Transforming: Services

Program: Conversational AI, Curbside, and Chatbots: How Listening to Patrons Set KCLS up for Success

CANCELLED: Conversational AI, Curbside, and Chatbots: How Listening to Patrons Set KCLS up for Success

Monday, June 27, 2022

2:30pm – 3:30pm

Location: Washington Convention Center, 143B

Have you ever asked Alexa, Google, or Siri a question? If you have, you’ve used a voice assistant. In 2019, the King County Library System won a LYRASIS Catalyst Grant to explore conversational artificial intelligence. A primary component of the proposal was listening to patrons with the help of a trained and unbiased facilitator. Patron feedback was used to launch the myLIBRO app. We’ll share what we learned by listening closely to patrons about account integration, how myLIBRO pivoted for curbside, and our continued AI exploration with Zammo for voice and chatbot FAQs.

Learning Objectives:

Attendees will be able to compare facilitation quotes using provided criteria.
Attendees will be able to recognize and prioritize patron priorities for features and privacy in a voice first app.
Attendees will be able to evaluate AI tools to identify the best option for their library.

Main Contact(s)

Angela Nolet

Librarian, Online Library Services
King County Library System

Speaker(s)

Angela Nolet

Librarian, Online Library Services
King County Library System

Moderator(s)

Angela Nolet

Librarian, Online Library Services
King County Library System

Speaker(s)

Mike Rossetti

Director of Sales
myLIBRO