Artificial intelligence complements Kyyti libraries’ customer service

14.3.2025 | Kyyti libraries introduced a multilingual, around-the-clock advisory service on March 10 at kyyti.finna.fi. The service is a pilot project produced by the Kotka City Library, involving all Kyyti libraries.

In libraries, robots can be used for routine customer service situations, with chatbots being a good example. A virtual customer advisory service powered by artificial intelligence has been launched on the Kyyti libraries’ website, kyyti.finna.fi.

This fully autonomous service provides guidance on matters related to using Kyyti libraries to the best of its ability. While the virtual advisor may not always provide the correct answer, it strives to assist as effectively as possible. The AI has been trained using library introduction materials and usage guidelines.

What Can the Chatbot Do?

Every response it provides is unique. The virtual customer advisor continuously learns and improves on its own. In mid-February, an unexpected ability to create jokes was discovered.

The chatbot cannot yet check book availability or recommend reading materials, but these features are in development. Additionally, it will soon be able to discuss literature in general.

The chatbot understands Finnish dialects, slang, and typos quite well but also demonstrates impressive multilingual capabilities, offering assistance even in Ukrainian. Library staff benefit from the chatbot’s ability to receive questions in Finnish and provide answers in another language upon request.

“With artificial intelligence, we extend our services around the clock and in more languages than any of our staff members could manage,” says Kotka Library Director Mikko Vainio.

AI Data Protection, Ethics, and the Future of the Service

The Kyyti libraries’ AI service complies with EU data protection and AI regulations. Ethical considerations have also been taken into account in its development. The service does not make decisions on behalf of users, nor does it require identification or process personal data. It falls under the “Minimal Risk” category of the recently enacted EU AI regulation. The software and servers are located in Google’s data center in Hamina.

The service aligns with the strategic goal, approved by the city council in 2022, to utilize AI in customer service tasks by 2026. The results of this pilot, which runs until June, will determine the future direction of the service. Therefore, user feedback is highly encouraged.