Let me begin with a confession. I am not an expert in artificial intelligence, and don’t play one on the internet. But I do realize that AI has become pervasive in our world, from search engine algorithms to Alexa to the internet of things, where our refrigerator “knows” when the water filter needs to be replaced, and one suddenly shows up via FedEx.
As for the Library, we tacitly rely on all sorts of technologies that are quasi-AI in our search engines, databases and basic operations. We don’t actually see the AI, as it has become inherent in all we do. Such AI is what some in the field call “artificial general intelligence,” or AGI. AGI processes information and data at a rate that far exceeds human capacity, and ostensibly does what it is programmed to do. It follows rules and serves as a highly sophisticated answer machine and problem solver. When we consider the complexities of our world, from air traffic control to geopolitical scenario planning, AGI has become both normative and beneficial.
If AGI can answer questions, why not use it in libraries? Can AGI, via an Alexa or Siri, replace librarians? Well, I guess for the casual factual question, such as, for example, “what is the major religion in Ethiopia?” an AGI interface can very quickly provide an answer. But the AGI will not probe further, or anticipate anything more meaningful in the question itself. A trained librarian however, will understand that the simplest inquiries almost always have a sub-context that requires a little more probing, and the real question is often not the question posed. Maybe the student requires a better understanding of how religion and government work together to address issues of poverty in Ethiopia? Or perhaps the context lies in a regional assessment of educational best practices for pre-elementary children and what role local religious communities play. The librarian, through a time-honored process called the “reference interview,” instills both trust and confidence in the student that they can add value to what’s really required and serve as a partner in helping to better frame the question as well as finding and using the best content. For now, you are not getting that from Alexa or Siri.
The Boston College Libraries likes to experiment and try new things. Some of us have kicked around the idea of trying Alexa at the Reference Desk as a supplement to the added-value services of the librarians. It may happen, not sure yet. However it plays out though, one thing is clear: while Alexa might find the quickest route home after work–a highly valuable skill in Boston–it won’t be of much help in the research process and overall discernment exercises of our students. For researching complex problems and enduring questions, the first step is the easiest: Ask a librarian.