Propose: The purpose of this study is to identify the components and indicators involved in the application of artificial intelligence (AI) chatbots for delivering virtual reference services in public libraries, with particular emphasis on technological, human, and organizational dimensions.
Method: This research adopts a qualitative approach using the meta-synthesis method. Based on the seven-step meta-synthesis model, relevant Persian and English scholarly studies on AI chatbots and virtual reference services in libraries were systematically reviewed. The research corpus included studies published between 2010 and 2025 (Gregorian calendar) and 1390 to 1404 (Solar Hijri calendar). After applying inclusion and exclusion criteria and conducting title, abstract, and full-text screening, eligible studies were selected for final analysis.
Findings: The final stage of analysis led to the extraction of a set of conceptual categories which, after integration and interpretation, were organized into twelve main dimensions: technological and infrastructural architecture; natural language processing and human–machine interaction; intelligent reference services and information response; service quality and user experience; digital literacy and organizational readiness; ethics, transparency, and algorithmic accountability; innovation and digital organizational culture; social interaction and universal accessibility; data and knowledge quality; human-centered service design; performance evaluation and system learning; and governance and policy-making of artificial intelligence in libraries.
Conclusion: The results indicate that the design and implementation of AI chatbots in virtual reference services of public libraries require a holistic approach that simultaneously addresses technical requirements, human considerations, and organizational and cultural contexts.