Contribution of AI Integration for Inclusive Service Delivery in Selected Academic Libraries in Nairobi County, Kenya

Abstract

Artificial intelligence (AI) is changing traditional ways of usage, operations and service provision in the academic libraries. More and more academic libraries are leveraging on its potential to modernize library service delivery. However, integration of AI applications to improve service delivery in academic libraries in Kenya has not gone far enough, it is still at the initial exploration stages. This research was thus considered to address this gap by examining the contribution of AI Integration for Inclusive Service Delivery in selected academic libraries in Nairobi County, Kenya. A mixed methodology research design was used for this study. The target population was 73 participants made up of 71 librarians and 2 systems librarians selected from the two university libraries within Nairobi County. A census method was used for the sampling of all 73 librarians, while purposive sampling was used for the 2 systems librarians who were considered as key informants. Data were collected through questionnaires and interview guides. The quantitative data was analyzed through the use of descriptive statistics in SPSS. The results showed a statistically significant positive relationship between AI integration and inclusive service delivery (r = .615, p < .001). The study concluded that the integration of AI in library services has positively impacted the service delivery, making the services faster, accurate, and easily accessible to all kind of users. In addition, the integration of AI is positively and significantly but moderately contributing towards inclusive services, especially for visually impaired users, distant learners, and those with linguistic diversities through the use of technology like text-to-speech, screen readers, and translators. The study suggested that university library managers adopt intentional AI integration strategies, invest in proper infrastructure and training programs, and have specific AI policies for libraries.