Abstract

This study compares and analyzes the characteristics of a collaborative digital reference service (CDRS), Ask a Librarian, and generative AI services (ChatGPT and Perplexity), and proposes strategies to utilize generative AI to enhance the quality of existing CDRS. An analysis of the response characteristics, strengths, and limitations of both services was conducted using data collected from undergraduate students enrolled in the “Information Services” course at K University. The findings revealed that Ask a Librarian demonstrated strengths in providing highly reliable answers but showed limitations in lengthy response times and the provision of limited resource lists. In contrast, generative AI services exhibited advantages in rapid response and high usability, but their limitations were evident in information inaccuracies caused by hallucinations. Based on these results, this study highlights the need to design new reference services that integrate the strengths of existing CDRS with the advantages of generative AI.