{"id":19483,"date":"2023-11-09T12:56:49","date_gmt":"2023-11-09T10:56:49","guid":{"rendered":"https:\/\/blogs.uef.fi\/ueflibrary\/?p=19483"},"modified":"2025-10-17T14:29:23","modified_gmt":"2025-10-17T12:29:23","slug":"uusi-tyokaverimme-uffe-our-new-colleague-uffe","status":"publish","type":"post","link":"https:\/\/blogs.uef.fi\/ueflibrary\/uusi-tyokaverimme-uffe-our-new-colleague-uffe\/","title":{"rendered":"Uusi ty\u00f6kaverimme Uffe | Our new colleague Uffe"},"content":{"rendered":"\n

(Please, scroll down to read in English.)<\/bdo><\/p>\n\n\n\n

Tyypillinen maanantaiaamu ennen marraskuuta 2022: ty\u00f6ns\u00e4 aloittava kirjastolainen katsahtaa, millaisia yhteydenottoja asiakkailta on kertynyt viikonlopun aikana. Yksi kysymys toistuu ylitse muiden: miksi en p\u00e4\u00e4se kirjautumaan UEF-Primoon? Kirjastolaisemme linkitt\u00e4\u00e4 vastauksessaan asiakkaalle j\u00e4lleen sen kohdan verkkosivuilta, jossa opastetaan kirjaston asiakkaaksi rekister\u00f6ityminen. H\u00e4n kiinnitt\u00e4\u00e4 huomiota siihen, ett\u00e4 vastaus lukuisiin asiakkaiden kysymyksiin l\u00f6ytyy n\u00e4pp\u00e4r\u00e4sti kirjaston sivuilta, jos vain tiet\u00e4\u00e4, mist\u00e4 etsi\u00e4. Koska verkkosivuilla asiaa riitt\u00e4\u00e4 kahmalokaupalla, on hyvin ymm\u00e4rrett\u00e4v\u00e4\u00e4, ettei tarvittu tieto aina l\u00f6ydy. Kirjastolainen huomaa my\u00f6s, ett\u00e4 tiedontarve ei katso kelloa \u2013 yhteydenottoja on saapunut hyvin my\u00f6h\u00e4isin\u00e4kin kellonaikoina.<\/p>\n\n\n\n

Useampi kirjastolainen alkaa keskustella \u00e4\u00e4neen: kuinka voisimme vastata asiakkaiden tarpeisiin tehokkaammin ja toisaalta palvella niin\u00e4 aikoina, kun palvelua tarvitaan? Voisiko chatbot toimia t\u00e4llaisessa tilanteessa? Samoihin aikoihin he kuulevat my\u00f6nteisi\u00e4 kokemuksia boteista kirjastomaailmassa, jolloin into botteihin yltyy entisest\u00e4\u00e4n. Kaikki l\u00e4htee toden teolla liikkeelle kirjastolaisten saadessa selville, ett\u00e4 yliopiston Digipalvelut on tehnyt sopimuksen er\u00e4\u00e4n palveluntarjoajan kanssa, joten tekniikka on jo k\u00e4den ulottuvilla. Ei muuta kuin hommiin!\u00a0<\/p>\n\n\n\n

Tyypillinen maanantaiaamu nyky\u00e4\u00e4n: kymmenkunta asiakasta on jo viikonlopun aikana saanut vastauksen kirjaston Uffe-nimiselt\u00e4 chatbotilta. Tarinan kirjastolainen huomaa, ett\u00e4 vastausta odottelevia yhteydenottoja on entist\u00e4 v\u00e4hemm\u00e4n, ja h\u00e4n p\u00e4\u00e4see keskittym\u00e4\u00e4n niihin kysymyksiin, jotka kaipaavat mutkikkuutensa vuoksi ihmisen huomiota. Chatbotin k\u00e4ytt\u00f6\u00f6notto on suoraviivaistanut arkea muiltakin osin, joten aikaa riitt\u00e4\u00e4 entist\u00e4 paremmin syvemp\u00e4\u00e4 asiantuntemusta vaativaan kirjastoty\u00f6h\u00f6n. Asiakkaatkin tuntuvat tykk\u00e4\u00e4v\u00e4n Uffesta. Ensimm\u00e4isen ty\u00f6vuoden aikana keskusteluita botin kanssa on kertynyt 6 200 kpl. Palaute on ollut v\u00e4h\u00e4ist\u00e4, mutta duurivoittoista.\u00a0<\/p>\n\n\n\n

T\u00e4h\u00e4n tilanteeseen p\u00e4\u00e4seminen vaati hommien paiskomista. Uffen loi kirjaston kymmenhenkinen ty\u00f6ryhm\u00e4 yhteisty\u00f6ss\u00e4 yliopiston muiden toimijoiden kanssa. Kirjaston aiempi chat-palvelu ja pitk\u00e4 historia erilaisista yhteydenotoista antoivat arvokasta dataa, jota kahlaamalla ryhm\u00e4lle kirkastui, millaisia ongelmia chatbotin pit\u00e4isi pysty\u00e4 ratkaisemaan. Ryhm\u00e4 huomasi, ett\u00e4 ratkaisut asiakkaiden yleisiin kysymyksiin ovat jo olemassa kirjaston verkkosivuilla, joten Uffe palvelee parhaiten opastamalla oikean tiedon \u00e4\u00e4relle. Ty\u00f6ryhm\u00e4 kehitt\u00e4\u00e4 Uffea aina tarpeen mukaan. Viimeisin merkitt\u00e4v\u00e4 lis\u00e4ys on ollut tiedonhaun osuus, joka on erinomainen apuri silloin, kun raivaat tiet\u00e4si tieteellisen tiedon l\u00e4hteille. H\u00e4d\u00e4n hetkell\u00e4 aloita siis etsint\u00e4 Uffesta!<\/p>\n\n\n\n

\"Sel\u00e4n
Uffe auttaa kirjaston verkkosivuilla ja UEF-Primossa. | Uffe helps you on library website and on UEF Primo.<\/bdo><\/figcaption><\/figure>\n\n\n\n

A typical Monday morning before November 2022: a librarian starting a workday glances at emails that customers have sent over the weekend. One question repeats itself above the others: why can’t I log in to UEF Primo? In response to a customer, our librarian once again guides the customer to the exact place on the website where the customer registration is explained. The librarian pays attention to the fact that the answers to numerous questions from the customers can be found conveniently on the library\u2019s website, if you only know where to look. It’s really understandable that finding the right piece of knowledge can be difficult, as there are heaps of information on the website. It\u2019s also noticeable that some emails have been sent at very late hours. <\/bdo><\/p>\n\n\n\n

A group of librarians starts talking out loud: how can we respond to customers’ needs more effectively and, on the other hand, help when we are needed? Could a chatbot work in such a situation? Around the same time, they hear positive experiences about bots in the library world, increasing their enthusiasm for bots. The ball starts rolling when the librarians find out that the university’s Digital Services has signed a contract with a service provider, so the technology is already available. Let\u2019s get to work, then!\u00a0<\/bdo><\/p>\n\n\n\n

A typical Monday morning today: a dozen customers have already received a response over the weekend from the library’s chatbot Uffe. The librarian of the story finds that there are fewer and fewer emails waiting for an answer, and there is time to focus on the questions that need human attention because of their complexity. In addition, the chatbot has made everyday life smoother so there is more time for other work that requires deeper expertise. Customers also seem to like Uffe. During the first year, there were 6,200 conversations with the bot. The feedback has been minimal but positive.<\/bdo><\/p>\n\n\n\n

Getting to this point has taken a lot of effort. Uffe was created by a ten-person working group of the library in cooperation with other parties at the university. The library’s previous chat service and long history of various enquiries provided valuable data which showed the group what kind of problems the chatbot should be able to solve. The working group found that solutions to common questions from customers already exist on the library’s website, so Uffe serves best by guiding the customer to the right place. The group develops Uffe when it\u2019s needed. The latest significant addition has been the information retrieval section, which is an excellent help when you are making your way to the sources of scientific information. So, in the moment of need, consult Uffe first!<\/bdo><\/p>\n\n\n\n

Olli Hiltunen, tietopalveluneuvoja | Information services advisor<\/bdo>
Piia Pietarinen, tietopalveluneuvoja | Information services advisor<\/bdo>
Asiakaspalvelut | Customer services<\/bdo><\/p>\n","protected":false},"excerpt":{"rendered":"

(Please, scroll down to read in English.) Tyypillinen maanantaiaamu ennen marraskuuta 2022: ty\u00f6ns\u00e4 aloittava kirjastolainen katsahtaa, millaisia yhteydenottoja asiakkailta on kertynyt viikonlopun aikana. Yksi kysymys toistuu ylitse muiden: miksi en p\u00e4\u00e4se kirjautumaan UEF-Primoon? Kirjastolaisemme linkitt\u00e4\u00e4 vastauksessaan asiakkaalle j\u00e4lleen sen kohdan verkkosivuilta, jossa opastetaan kirjaston asiakkaaksi rekister\u00f6ityminen. H\u00e4n kiinnitt\u00e4\u00e4 huomiota siihen, ett\u00e4 vastaus lukuisiin asiakkaiden kysymyksiin […]<\/p>\n","protected":false},"author":72,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[410],"tags":[1668,1662,1225,1319],"class_list":["post-19483","post","type-post","status-publish","format-standard","hentry","category-ajankohtaista","tag-chatbot","tag-chattibotti","tag-kirjastopalvelut","tag-library-services"],"acf":[],"yoast_head":"\nUusi ty\u00f6kaverimme Uffe | Our new colleague Uffe | UEF Library<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/blogs.uef.fi\/ueflibrary\/uusi-tyokaverimme-uffe-our-new-colleague-uffe\/\" \/>\n<meta property=\"og:locale\" content=\"fi_FI\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Uusi ty\u00f6kaverimme Uffe | Our new colleague Uffe | UEF Library\" \/>\n<meta property=\"og:description\" content=\"(Please, scroll down to read in English.) 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