基于AI问答案例分析的参考咨询人机协同服务研究

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中图分类号：G251.6 文献标识码：A 文章编号：1003-7136（2026）03-0033-08

Abstract：The increasingly mature generative AI technology presents both challenges and opportunities for the transformation oflibrary reference service. Based on the analysis of Q&A cases，this paper explores the service development directions of reference service in theAI era.Thestudy selectsactual cases in Shanghai Library'sreference service，systematicallysortsoutthemainshortcomingsof currentAIinanswering fact-based inquirieswith higher diffculty，analyzes thecauses，and proposes human-machine collaborativesolution.The conclusion suggests that librarians should enhance their AI application and fact-checking capabilities and actively engage in public AI literacy education.Furthermore，the realization of human-machine colaborative reference service requires the joint efrts of librarians，library industry，and AI enterprises.

Keywords ：artificial intelligence ;reference service ;AI literacy ; librarian ;human-machine collaboration

自2022年ChatGPT引发生成式AI热潮以来，AI作为引领新一轮科技革命的颠覆性技术，已经成为助力产业转型和经济发展的强大引擎。（剩余8424字）