• Kyyti libraries’ AI experiment to be From Pilot to Permanent: How Kyyti Libraries’ AI Chatbot Won Over Patrons

    We are featured again on kirjastot.fi, with good news!
    Below is the English translation of the Finnish news post published on Kirjastot.fi on 25 July 2025

    Kirjasto.fi 8/2025

    Kyyti Libraries’ AI trial succeeded – the service will be made permanent

    At the beginning of March, the Kyyti Libraries’ home page launched a chat service intended for a limited trial period. The service operates entirely autonomously, powered by artificial intelligence.

    The chat was trained to answer every question related to transactions and customer relations at Kyyti Libraries—practically in any language. It can provide up-to-date information about Kyyti Libraries’ services and events and can also recommend events tailored to the questioner’s wishes regarding location, content, target audience and timing.

    The experiment, which ended in June, aimed to evaluate the AI’s capabilities, the functionality of the service, its costs and the demand for it.

    Because of the new and unfamiliar features associated with the pilot, the chat service was not actively marketed. The designers’ imaginations turned out to be wilder than reality: the uncertainties did not materialise. Instead, Kyyti-Chat is reliable, gives correct information and is easy to use. Since the training phase, library staff have not had to intervene in its operation at all. No support requests have been needed, and no user manuals have been requested.

    The service keeps itself up to date and aware of everything happening in the libraries.

    The service has been embraced naturally. Despite minimal marketing, it is used quite extensively. On average, about thirty conversations are held every day of the week, during which three questions are asked. Each month the chat provides 2,500–3,500 answers. Since publication, it has already delivered roughly 16,000 responses.

    Thanks to its positive reception, the quality of its answers and its low overall costs, Kotka City Library has signed an agreement to continue the service. Kotka Library will remain responsible for all development and costs as part of the library’s AI strategy.

    The chat service meets the requirements of EU data-protection and AI regulations. Ethical aspects of AI were also considered in its design. The service makes no decisions on anyone’s behalf, does not require user identification and does not use or request personal data. It falls under the EU AI Regulation’s “Minimal-risk” category. The bot is also a kind of local service: the software and its servers are located in Google’s data centre in Hamina.

    Further information:

    Mikko Vainio, tel. 0 400 935 923


  • Kyyti Helpdesk on Kirjastolehti

    Kirjastolehti 1st spread
    Kirjastolehti 2nd spread

    We are featured on the March issue of the printed Finnish magazine Kirjastolehti, the publication of the Finnish Library Association.

    In line with the ongoing development of AI-powered services in Finnish public libraries, Kotka City Library is piloting an innovative chatbot service built by Biblioworks.ai on the Kyyti platform. The project explores the use of AI in customer service, allowing library staff to focus on more complex tasks. Below is an AI-generated translation of the article published in Kirjastolehti 3/2025, covering our pilot in detail.


    On August 2025 the article was also published online, as Kotkassa testataan kirjaston tekoälybottia.


    Courage to Try

    Kotka’s libraries are testing a chat service based on artificial intelligence.

    The city wants part of the customer service to be handled by AI in the future.
    Library professionals say they need more training on the subject.

    Kotka City Library has developed a chatbot service that answers customer questions around the clock—without the need for staff.

    Artificial intelligence has already been trained, for example, with event information from local libraries and presentation materials.

    “I’ve been in the same team as the city’s developers for a long time, and this has been a successful collaboration. The service works very well in my opinion”

    Mikko Vainio

    The chatbot is connected to the Kyyti library system’s data interface, Finna.
    It is a Finnish solution and has been linked to the system via a few lines of code.

    Long-Term Development

    The service has been designed and developed by a small team over a year.

    Vainio says building the chatbot has required a fair amount of instruction crafting and paperwork. It’s been a learning process in data protection, communication, marketing, and legal practices.

    Why aren’t similar services more common in libraries?

    Vainio suspects it’s partly due to resource constraints and that even larger companies are just starting to integrate AI-based services.

    AI-based chatbot services are already offered by major tech companies.

    Plenty of Interest

    The book Artificial Intelligence and Libraries (Avain, 2025) by Teemu Ruokanen and Seinäjoki University of Applied Sciences lecturer Ari Haasio confirms that AI interest is growing in the library field.

    Theoretically, libraries could use AI to make automated recommendations based on user interests.

    For example, Hämeenlinna University of Applied Sciences has tested such a chatbot.

    Ruokanen notes that many hope AI will help handle routine tasks. Based on his survey with Ruokanen, many respondents feel they need more training on the subject.

    Threats Feel Familiar

    When discussing AI, fears often arise—like those previously seen with new technologies.

    Haasio and Vainio both point out that the current AI boom is not the first. AI-based solutions have been around since the 1990s.

    Finnish libraries have long offered digital services for free to the public.

    Libraries may use predictive analytics to anticipate customer needs. The goal isn’t to replace librarians, but to support them—especially where time and resources are scarce.

    For example, Helsinki’s public transportation system uses similar models. Kotka has used the chatbot to reduce pressure on live services during off-hours.

    The chatbot is connected to a secure environment, using a trimmed-down version of ChatGPT.

    It’s also been reassuring for the city that the system runs internally, not somewhere vaguely on the internet.

    Mikko Vainio

    A Hazy Future

    Libraries fear that AI will take over their roles.

    Vainio sees it differently:

    “I believe AI will free us up to focus more on meaningful work.”

    How will libraries change? Development depends heavily on the funding decisions of each municipality.

    Who decides what information the AI provides?

    In an ideal world, libraries themselves train the AI to reflect their values and knowledge base.

    If funding dries up and the city wants to subscribe to a private service later, then we’ll be relying on someone else’s paid model.

    🖋 Article credits: Juho Liukkonen


  • Exploring the Citiverse: Biblioworks’ Role at Imagine 2025

    Imagine 2025

    Biblioworks is excited to participate in Imagine 2025, a premier event focusing on urban innovation and digital transformation, taking place on May 27–28, 2025, at the Tampere Exhibition and Sports Centre in Finland.

    Key Sessions on May 28

    • 11:30 AM – Founders’ Stage Andrea Balzarini, a key contributor to Biblioworks, will present a pitch highlighting the organization’s latest initiatives in enhancing libraries and public services through AI-driven solutions.
    • 3:30 PM – Innovation Lounge Join us for interactive demos and a fireside chat featuring Mikko Vainio, Director of Kotka City Library. The discussion will explore the integration of AI in library services, emphasizing multilingual support and ethical data practices.

    For more information and to register for free, visit the official event website: imagine2025.fi.

    We look forward to engaging with fellow innovators and exploring the future of smart, sustainable cities.


  • Kyyti Helpdesk on Kotka municipality website

    Finnish version at kotka.fi website.

    English version screenshot (click for full size):


  • Kyyti Helpdesk on kirjastot.fi

    Finnish version at kirjastot.fi website.

    Automatically translated version (click for full size):


  • Biblioworks.ai Launches AI Customer Service Solution for Kyyti Libraries

    We’re excited to announce the successful deployment of our AI-powered service bot at Kyyti libraries, the consortium of 22 libraries in Southern Finland. The chatbot is now live on the kyyti.finna.fi website, positioned in the bottom right corner to assist users with all library-related inquiries in multiple languages.
    As Andrea Balzarini, Co-founder of Biblioworks.ai, puts it: “We’re turning AI expertise into practical, real-world tools that help libraries serve their communities better.”

    Our Library Helpdesk is a cost effective solution to add customer support to library websites.

    Autonomous Support System

    Our solution operates completely independently without human intervention. While still in its learning phase (meaning occasional imperfect responses), the bot delivers consistent service by drawing on training materials from Kyyti libraries. To stay current with local events, we’ve programmed it to regularly scan the libraries’ event calendars.

    Development Roadmap

    Currently, the service provides general information and guidance. Our upcoming Q2 update will add key features like book availability checks, reading recommendations, book discussion tools, and other improvements based on feedback from this initial launch.

    Multilingual Functionality

    Our natural language processing engine handles dialects, slang, and typing errors with remarkable flexibility. The solution supports dozens of languages, including Ukrainian and Somali, enabling libraries to serve diverse community members. Staff particularly appreciate the translation feature, allowing them to request information in Finnish and receive responses in any supported language.

    As Mikko Vainio, Kotka Library Director, notes: “Biblioworks.ai’s solution extends our service availability 24/7 in more languages than our printed materials or staff could ever support.”

    Regulatory Compliance

    The implementation fully adheres to EU data protection and AI regulations. Our development approach prioritized ethical AI use, creating a system that doesn’t make user decisions, require authentication, or collect personal data. The solution falls under the “Minimal risk” category of the EU AI Act, with infrastructure hosted at Google’s Hamina data center.

    Project Background

    This deployment represents a collaborative experiment between Biblioworks.ai and Kotka City Library, supporting all Kyyti libraries. The project directly addresses the library’s strategic goal, approved by the city council in 2022, to incorporate AI into customer service operations by 2026.

    The pilot runs through June 2025, with further development directions dependent on user feedback. We encourage visitors to test the system with various queries and to explore the multilingual capabilities.

    For more information about implementing AI solutions for your library system, contact our team at Biblioworks.ai: loading…

    News item inside Kyyti website