Virtual Assistants in Philippine Academic Libraries: A Comparative Analysis of Features, Accessibility,and User Engagement

Authors

Keywords:

Virtual Assistant (VA), Library Services, Library Support, Academic Libraries, and Philippines

Abstract

This study examines the implementation of different virtual assistants (VAs) in academic libraries across various Philippine universities to determine the best features of different VAs, and to explore the role of VA platforms in accessibility and effectiveness of the services. Web content analysis is used in collecting data from ten academic institutions based from Commission on Higher Education (CHED) list of Higher Education Institutions (HEIs), revealing a mx of VA types including live librarians, chatbots, and AI-driven systems, supported by platforms such as TAWK.to, Springshare, Freshworks, Tidio, and PureChat. The analysis highlights the following: 1) types of VAs and platforms used by academic libraries, 2) comparing the different features and technical specifications, and 3) accessibility and effectiveness of VA platforms. The study underscores the need for enhanced platform integration and improved AI capabilities to optimize user experience in Philippine academic libraries.

Author Biographies

  • Marie Chezka G. Tamayo, De La Salle University

    Marie Chezka Tamayo serves as an academic service faculty member at De La Salle University, Manila, specializing as a Senior High School Librarian. She has a solid experience serving as school and academic librarian. She's highly proficient at supporting and enhancing the operations of the library. With more than 10 years of library management experience, she's well-versed in the daily ins and outs of school and academic libraries and the requirements of library users. She works well in dynamic, fast-paced environments where her adaptability and resourcefulness help her meet any need and overcome every challenge. Her strengths include users' engagement activities and information literacy programs, acquisition and technical services, as well as delivering expertise in the general conduct of library works to ensure user satisfaction in all areas.

  • Marvin A. Factor, De La Salle University

    Marvin Factor is currently employed as a Library Assistant at De La Salle University Libraries - Manila, where he actively contributes to the development, implementation, and evaluation of programs aimed at enhancing the efficiency and effectiveness of the Libraries’ Multimedia and Systems Services. He began his career in the library profession in 2011, leveraging his Bachelor of Science in Computer Science from Mabini Colleges - Daet, Camarines Norte. Driven by a passion for continuous learning and professional growth, He is currently pursuing his Master's Degree in Library and Information Science at the University of the Philippines - Diliman. His academic journey is complemented by his active participation in scholarly conferences, where he shares his expertise and research findings.

  • Simon V. De Leon, De La Salle University

    Simon De Leon has a Bachelor’s and Master’s degree in Library and Information Science from the
    University of the Philippines, Diliman. He is currently the Reference and Instruction Librarian at De La
    Salle University, Manila. His professional career experience include working with an international market
    research company and a non-government organization with a focus on arts and culture.  He has
    managed various consultancies and projects which involved various cultural work preservation and
    digitization, library conceptualization and creation, special library exhibits, and corporate thrusts, among
    others. He is currently focusing his research in librarianship philosophy, library valuation, and interdisciplinary collaborations.

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Published

2026-03-10

Issue

Vol. 15 No. 1 (2026): March issue 2026

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Articles

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