Design and Development of InfoRef using Dialogflow: A 24/7 Online Reference Service Platform


  • Department of Library and Information Science, School of Mathematics, Computers and Information Science, Central University of Himachal Pradesh (CUHP), Shahpur – 176206, Himachal Pradesh
  • Department of Library and Information Science, School of Mathematics, Computers and Information Science, Central University of Himachal Pradesh (CUHP), Shahpur – 176206, Himachal Pradesh



AI, Chatbot, InfoRef, Reference Service, Virtual Reference Service


The present study proposes an AI-based conversational agent named InfoRef to provide reference services by creating an interactive interface between library services and users. The application works on the AAA (Anytime, Anywhere, Anyone) model and routes the users to the available information. It provides access to 24/7 information to users. The free version of Dialogflow (a natural language understanding engine by Google) was used for building the InfoRef application. After its development, the InfoRef was integrated with different online platforms like the website, Koha ILS, and Telegram. The integration worked well and generated a similar response on all platforms.


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How to Cite

Priya, & Shivarama Rao, K. (2023). Design and Development of InfoRef using Dialogflow: A 24/7 Online Reference Service Platform. Journal of Information and Knowledge, 60(3), 185–190.