As transformações promovidas pela inteligência artificial no serviço de referência: impactos e perspectivas para a biblioteconomia

Abstract

The research aims to investigate, through a survey of publications in scientific databases, what changes Artificial Intelligence has introduced in reference services in the field of library science. The research follows a qualitative approach and, regarding its objectives, is classified as a bibliographic and exploratory survey. According to the procedures, the research is categorized as bibliographic. The databases used for the research were the CAPES Journal Portal, BRAPCI, and the Proceedings of SNBU, covering the period between 2015 and 2024. Three lines of action in Reference Services (SRI) were used as analytical categories: Reference Service itself; User education; Alerting and information dissemination. The research identified 15 relevant articles published during this period, showing that Artificial Intelligence has been primarily applied through chatbots and virtual assistants. It is concluded that AI should be seen as a complementary tool to the work of librarians, not as a replacement. The study emphasizes the need for continuing education for professionals in the field and argues that the implementation of these technologies must be carefully planned.