Rocky Ridge Location and Scout AI
Calgary Public Library, Alberta
Innovation Synopsis
The growing demand for library services in new communities on the edges of our city led Calgary Public Library to open its first self-service location in a recreation centre. An artificial intelligence service named “Scout” was developed at this location, to support patron inquiries and information-seeking without requiring on-site staff.
Challenge/Opportunity
Calgary has had one of the highest growth rates of any Canadian city over the past 20 years, with many choosing to reside in lower-density suburbs on the outer edges of the city. The challenge of serving these areas led the library to initiate its first artificial intelligence solution for patrons.
Key Elements of Innovation
Teaming up with Passage AI in San Francisco, Scout was first deployed at the launch of a self-service library location inside the Rocky Ridge YMCA. After the initial pilot run, the AI system was rolled out as a customer service tool to all catalogue computers throughout the library system. A working group of library staff trained Scout with information about library services and continues to evaluate the answers it provides.
Achieved Outcomes
While the AI system continues to be trained to better answer patron questions, the initial success at the self-service Rocky Ridge location has led to a system-wide rollout on all catalogue computers. This has built an even greater knowledge base for Scout to draw upon while also allowing library staff to better serve patrons. As Scout answers simple and common questions, library staff can concentrate on more complex and involved questions from patrons.
