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Artificial intelligence (AI) library services innovative conceptual framework for the digital transformation of university education

Rifqah Olufunmilayo Okunlaya (School of Computing, Universiti Teknologi Malaysia, Johor, Malaysia)
Norris Syed Abdullah (Azman Hashim International Business School, Universiti Teknologi Malaysia, Johor, Malaysia)
Rose Alinda Alias (Azman Hashim International Business School, Universiti Teknologi Malaysia, Johor, Malaysia)

Library Hi Tech

ISSN: 0737-8831

Article publication date: 7 March 2022

Issue publication date: 8 December 2022




Artificial intelligence (AI) is one of the latest digital transformation (DT) technological trends the university library can use to provide library users with alternative educational services. AI can foster intelligent decisions for retrieving and sharing information for learning and research. However, extant literature confirms a low adoption rate by the university libraries in using AI to provide innovative alternative services, as this is missing in their strategic plan. The research develops (AI-LSICF) an artificial intelligence library services innovative conceptual framework to provide new insight into how AI technology can be used to deliver value-added innovative library services to achieve digital transformation. It will also encourage library and information professionals to adopt AI to complement effective service delivery.


This study adopts a qualitative content analysis to investigate extant literature on how AI adoption fosters innovative services in various organisations. The study also used content analysis to generate possible solutions to aid AI service innovation and delivery in university libraries.


This study uses its findings to develop an Artificial Intelligence Library Services Innovative Conceptual Framework (AI-LSICF) by integrating AI applications and functions into the digital transformation framework elements and discussed using a service innovation framework.

Research limitations/implications

In research, AI-LSICF helps increase an understanding of AI by presenting new insights into how the university library can leverage technology to actualise innovation in service provision to foster DT. This trail will be valuable to scholars and academics interested in addressing the application pathways of AI library service innovation, which is still under-explored in digital transformation.

Practical implications

In practice, AI-LSICF could reform the information industry from its traditional brands into a more applied and resolutely customer-driven organisation. This reformation will awaken awareness of how librarians and information professionals can leverage technology to catch up with digital transformation in this age of the fourth industrial revolution.

Social implications

The enlightenment of AI-LSICF will motivate library professionals to take advantage of AI's potential to enhance their current business model and achieve a unique competitive advantage within their community.


AI-LSICF development serves as a revelation, motivating university libraries and information professionals to consider AI in their strategic plan to enable technology to support university education. This act will enable alternative service delivery in the face of unforeseen circumstances like technological disruption and the present global COVID-19 pandemic that requires non-physical interaction.



Okunlaya, R.O., Syed Abdullah, N. and Alias, R.A. (2022), "Artificial intelligence (AI) library services innovative conceptual framework for the digital transformation of university education", Library Hi Tech, Vol. 40 No. 6, pp. 1869-1892.



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