Meet "Pixel," the chatbot at the University of Nebraska– Lincoln Library. Artificial intelligence is enabling Pixel and other types of chatbots to be trained and developed to guide and support students navigating the dense library website and complex databases. See Pixel in action and discuss the future of reference services as libraries incorporate artificial intelligence tools. Speakers: DeeAnn Allison, Director, Professor, Computer Operations and Research Services, University of Nebraska-Lincoln and Lorna M Dawes, Lecturer. Learning Community Librarian, University of Nebraska.

1. Introducing Pixel
Artificial Intelligence:
Transforming Reference -
http://pixel.unl.edu Online
Deeann Allison, Director, Computer
Operations and Research Services,
University of Nebraska
Lorna Dawes, Lecturer. Learning
Community Librarian, University of
Nebraska

2. The University of Nebraska-
Lincoln
 The University of Nebraska–Lincoln, chartered in
1869, is an educational institution of international
stature. UNL is listed by the Carnegie Foundation
within the "Research Universities (very high
research activity)" category. UNL is a land-grant
university and a member of the Association of
Public and Land-grant Universities (APLU).
 There are about 18,000 students at UNL.

3. UNL Libraries
 The University Libraries (Don L. Love Memorial Library
and six branch libraries), together with the Marvin
and Virginia Schmid Law Library, have a collection
of over three million print volumes and more than
39,000 serial subscriptions.
 The University Archives and Special Collections
collects and preserves University history and many
subject areas including Great Plains History and
Literature.

4. Library Research
 Pixelfits into the University research mission
as an experiment with the potential of
reducing costs (staffing and 24 hour chat
service) while improving the user
experience.

5. Why a chatbot?
 It is a conversational agent designed to simulate a conversation with
humans. It feels human and responds with a specific answer, not list of
choices.
 It is text based but it can include sound and visual effects. Undergrads
are familiar with the software.
 The software includes a database of answers that contains metadata,
which is used to match against queries, which provides consistent
answers.
 It is available 24 hours a day 7 days a week. Ready whenever the
patrons are.
 All information from the website can be added to the database so
patrons don’t have to hunt the website for answers.
 People don’t worry their question is “stupid” or parents about the person
on the other end.
 The software can handle multiple questions at a time so there is no
queuing.

6. What can Pixel Do?
The Reference Librarian
 Finding specific webpages or sub-domains
 Access to “Frequently asked Questions
 Answer the simple questions.
 Professional Development.
The Patron.
 Answer simple questions.
 Simple Database Instruction.
 Help with articulation of request.
Rubin, Victoria L., Chen, Yimin and Thorimbert, Lynne Marie. 2010. “Artificially intelligent
conversational agents in libraries.” Library High Tech 28 (4). http://ec2-50-19-240-191.compute-
1.amazonaws.com/1531/1/Artificially_intelligent[1].pdf.

7. Asking
Questions
Open/ Closed/ Neutral
or
Convergent /
Divergent

8. RUSA guidelines for behavioral performance identifies five basic components of a
reference interaction:
1. Approachability- encourages patron to feel comfortable
Warm greeting and prominent position on website.
2. Interest- demonstrate a commitment to providing effective information
assistance
Answering in a timely manner and maintaining word contact.
3. Listening/inquiring-Listen effectively as the patron states in his/her own words
the information need.
Ask open ended and closed clarifying questions to understand the need,
while keeping the patron at ease.
4. Searching- Identify the search strategy of the patron, conduct a search
strategy, explain the steps and results to the patron, within the patron‟s
timeframe.
Conduct and show your search strategy to the patron,
1. Follow-up- Determine if the patron is satisfied
Ask follow up questions. Invite patron to use the service, or other services
again.
Van Duinkerken, Wyoma, J. Stephens, Jane, and Karen I Macdonald. “The Chat Reference
Interview : Seeking Evidence Based on RUSA Guidelines : A Case Study at Texas A & M
University Libraries The Chat Reference Interview :” Library (2009) : n. pag. Print.

9. Test Pixel
 http://pixel.unl.edu

10. Approachability HI I’m Pixel. What can I help you with?
That is okay, how can I help you?
Approachability- encourages
Great, we have developed services to
patron to
assist you with your distance
feel comfortable coursework.
Warm greeting and prominent
position on website. I Can look that up for you?
I can check encore for you?
Are you kidding?
Give me a minute to do a search of
our articles.
Oh my, I am having trouble figuring this
out.
No images either... I am stumped. Tell
me again what you want.

11. Approachability Anger is a difficult emotion. For a
machine, I always put others
before myself.
Responding to „difficult‟ patrons. Do you always express yourself
Encouraging patrons to be polite that way?
by answering politely.
Nothing is wrong with me. Is there
anything wrong with you my
friend?
Wow! OK I'll stop talking now.
Okay, you said "you to be quiet”
You seem pretty sure about that.
Some things are too emotional for
me to discuss. Do you have
feelings?

12. Showing Interest
Yes, I have many journal articles. Why
do you ask?
Interest- demonstrate a
If this is your first research project, ask
commitment to providing effective
me about getting started.
information assistance
Answering in a timely manner and
maintaining word contact. Okay you do not want books
You can find images in our Image and
Multimedia Collections.
You should really give ”ENCORE” a try
Come on. Just one little try ”ENCORE”
To speed things up, I can do a search
for you if you say lookup followed by
the subject, title or author.
Perhaps you should consult with a
librarian.

13. Listening & Open
• What will you do with this information?
Inquiring • Oh my, I am having trouble figuring this
out. What is the field of study for your
topic?
• What can I help you with?
• Let me know if you are looking for Books
Listening/inquiring-Listen • If you could have exactly what you
effectively as the patron states in needed, what would that be?
his/her own words the information Closed Clarifying
Okay, you said "some books on global
need. poverty”
Ask open ended and closed Listening
clarifying questions to understand • Have you tried Encore? I seem to be
the need, while keeping the having difficulty understanding, please
rephrase your question
patron at ease. • Okay you do not want books or articles.
• If you have trouble finding what you are
looking for ask me about a specific
service.

14. Conducting the I
If you need illustrations, check the
Search facet on the left for our image
collection, where we may have
pictures.
Searching- Identify the search
If you need peer reviewed articles,
strategy of the patron, conduct a
look for the peer review limit on
search strategy, explain the steps
the left
and results to the patron, within the
patron‟s timeframe.
If you have trouble finding what
you are looking for ask me about a
Conduct and show your search
specific service.
strategy to the patron.
Looks like you should broaden that
search or use different terms.
Looking for a person who works in
the libraries. Great here is the link
to our page. Or, if you know the
name of the person just tell me
their first and last name.

15. Follow-up I
fI you have trouble finding what
you are looking for ask me about a
Follow-up- Determine if the patron specific service
is satisfied
Ask follow up questions. Invite Can I help you with anything else?
patron to use the service, or other What is it? Do not be shy.
services again.
What more do you need?
Are you confused?
Okay, but if you change your mind
I will be here waiting.
Thanks for stopping by. If you have
additional questions, please do
not hesitate to come back
See you later.

16. How is a Chabot built?
 There
are a variety of ways to create
chatbots.
 Commercial sites where you can create
your own.
 Open source projects:
 Pandorabots
http://www.pandorabots.com/botmaster/en/home
 Program O http://www.program-o.com/
 This is the software Pixel uses

17. Other Library Chatbots
 EMMA the catbot - Mentor public library
http://emmathemplcatbot.blogspot.com/p/talk-
with-emma.html
 Stella - Bibliothekssystem Universität Hamburg
http://www.sub.uni-hamburg.de/
 Lisa - University of Wolverhampton's Library
http://lisweb.wlv.ac.uk/chatbot/

18. Sources for the database:
 Pullinformation from the library website for
the database, e.g.. Hours, circ info,
databases.
 Use the built-in chat log and add
information when Pixel doesn’t respond
appropriately.
 Chat logs from our real librarians.

19. Who is Pixel
 Chatbot
developed on Program O and
adapted for the UNL Libraries:
 We added support for display coding (bold,
lists, etc.)
 Added the frame that appears on the
bottom of the screen.

22. Now for the Technical Stuff –
What is AMIL?
 AIML: Artifical Intelligence Markup
Language
(http://www.alicebot.org/aiml.html)
<category>
<pattern>WHAT ARE YOU</pattern>
<template>
<think><set name="topic">Me</set></think>
I am the latest result in artificial intelligence,
which can reproduce the capabilities of the human
brain with greater speed and accuracy.
</template>
</category>

23. There are three ways to ask
any question
Corn
* Corn
What do you have on growing corn
Corn *
Corn information please
* Corn *
Do you have any books on raising corn for the paper I‟m
writing for school

24. So it gets more complicated
 two types of wildcards * and _ which act differently.
* is common wildcard match
_ used with specific metadata
for example, “I _” would only retrieve a single category
response
 Supports cross references using the srai tag
<category>
<pattern>* CORN</pattern>
<template>
<srai>CORN</srai>
</template>
</category>

25. Subject and topic categories were derived from LC
classification areas
 There are two levels,
 topic broader (agriculture)
 subject narrower (corn)
The sole purpose of the two levels is to
manage the conversation

26. Two levels keep the conversation going.
<category><pattern>CORN</pattern>
<template><think><set
name="topic">agriculture</set><set name="it"><set
name="subject">corn</set></set></think>
Are you interested in books in corn? <![CDATA[<a
target="_new"
href="http://encore.unl.edu/iii/encore/search/C__Scorn__
Orightresult__U1?lang=eng&amp;suite=cobalt">]]> Click
here to Search for corn<![CDATA[</a>.]]>
</template>
</category>

27. The program flow
1. Books subject
2. Articles topic
3. Libguides topic
4. Librarian topic

28. That metadata
<category><pattern>NO</pattern>
<that>Are you interested in books in corn _</that>
<template><think><set name="it"><set
name="topic">agriculture</set></set></think>Are you interested in articles on corn?
We have several databases that list fulltext journals in your subject area.
</template></category>
+++++++++++++++++++++++++++++++++++++++++++++++++++++
<category><pattern>YES</pattern>
<that>Are you interested in articles on corn _
</that><template><think><set name="it">articles on <get
name="subject"/></set></think>
Take a look at the articles available through our web indexes on <a target="_new"
href="http://encore.unl.edu/iii/encore/search/C__S%28agriculture+|+agricola+|+%2
8Plant+Management+Network%29+|+%28Cab+Abstracts%29%29+f%3A.e__Orightres
ult__U1?lang=eng&amp;suite=cobalt"> corn</a>. We also have open source
databases in The agriculture area that are free for anyone to use. <a target="_new"
href="researchproagri.html">Agriculture and Natural Resources</a> through Multi-
Search for the public.
</template></category>

31. Chat logs are great sources for categories
 hi, how do i make a ref works
The assumption they are asking about a RefWorks
account
<category><pattern>* REF WORKS</pattern>
<template><think><set name="it"><set
name="topic">RefWorks</set></set></think>If you do not
already have an RefWorks account and you are on
campus, you can go here to set-up a <a target="_new"
href="https://0-
www.refworks.com.library.unl.edu/Refworks/login.asp?WN
CLang=false">RefWorks account</a>.
<srai>WHAT IS THE REFWORKS GROUP CODE</srai>
</template></category>

32. Pixel also has a log
 USER:I need help with my project
<category><pattern>I need help _
project</pattern><template><think><set name="it"><set
name="topic">help</set></set></think>
<random>
<li>Tell me about your project</li>
<li>What is the subject?</li>
<li>If this is your first research project, ask me about getting
started.</li>
<li>If you need peer reviewed articles, let me know.</li>
</random>
</template></category>

33. Pixel Stats
 There are over 84,000 categories of
information in the SQL database.
 Includes 214 spelling variations in the
database.
 Program O has an administrative interface:
 adding/editing single records, adding/ editing
groups of records, adding spelling variations
 Search feature
 Log for conversations includes user and bot
response.
 Demo chat feature.

34. Google Analytics Aug. 13, 2011-Sept 13, 2012
Average duration on Encore 4:54 minutes Average duration on catalog is 3:25 minutes
70.00% Returning Visitor 71.02% New Visitors
30.00% New Visitor 28.98% Returning Visitors

35. Future Plans
 Evaluate how Pixel fits into current
reference structure.
 Determine feasibility of going into
production. Grants – looking for partners.
 Assessment.

36. Contact Us
 DeeAnn Allison
Professor Director, Computer Operations and
Research Services Telephone: 402-472-3944
E-mail: dallison1@unl.edu
 Lorna Dawes
Lecturer Learning Communities
Librarian Telephone: 402-472-4408 Email:
ldawes2@unl.edu