Agentic AI and reference services: The promise of the fifth industrial revolution in libraries

Abstract

The rapid emergence of agentic artificial intelligence (AI) has outpaced scholarly discussions of its implications for library reference services, creating a significant conceptual gap within the broader discourse on the Fifth Industrial Revolution (5IR). Existing studies have focused largely on chatbots, robotic technologies, and conventional AI applications, with limited attention to autonomous AI agents capable of reasoning, planning, and executing complex information tasks. This conceptual review addresses that gap by examining the transformative potential of agentic AI for reference services within the human-centred philosophy of the 5IR. Drawing on recent literature on agentic AI, Industry 5.0, and library and information science, the paper synthesises current knowledge to identify the defining characteristics, emerging applications, opportunities, challenges, and strategic implications of agentic AI for librarians. The review indicates that agentic AI can significantly enhance reference services through autonomous literature searching, personalised research support, intelligent knowledge discovery, multilingual assistance, and complex query resolution. Nevertheless, concerns relating to algorithmic bias, hallucination, transparency, data privacy, intellectual property, and professional accountability require careful governance. The paper argues that successful implementation depends on AI literacy, ethical oversight, human–AI collaboration, institutional governance frameworks, equitable access, and continuous evaluation. It provides a strategic framework for advancing innovative, ethical, and sustainable AI-enabled reference services.