How the LIV library provides 24/7 information services with a service terminal

Project Data at a Glance

• Institution: Bibliothek LIV – lernen. informieren. vernetzen. (Joint institution of Heilbronn University of Applied Sciences and Baden-Wuerttemberg Cooperative State University in cooperation with TUM Campus Heilbronn gGmbH)

• Sector: Academic library, public sector

• Physical locations:

  • Bildungscampus Heilbronn

  • TechCampus Heilbronn (where the first test phase is taking place)

  • Künzelsau location

  • Schwäbisch Hall location

• Channels: Service terminal (physical kiosk on-site), Microsoft Teams

About the Bibliothek LIV

The Bibliothek LIV – lernen. informieren. vernetzen. is a joint, non-incorporated institution of Heilbronn University of Applied Sciences and Baden-Wuerttemberg Cooperative State University in cooperation with TUM Campus Heilbronn gGmbH.

As part of its Open Library strategy, LIV aims to gradually transition three of its four locations into a hybrid Open Library concept in order to offer extended opening hours to its users. In doing so, the library consciously distinguishes between library opening hours and service hours with personal support provided on-site by library staff.

For the digital support of its users, LIV has developed a multi-level service concept to ensure that advisory and information services can still be provided during unstaffed opening hours.

Mercury.ai supports LIV in implementing this concept. In addition to an AI-powered chatbot as the first service level, both partners are working together on a