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  • https://doi.org/10.1080/10875301.2025.2478861Copy DOI Icon

Evaluating AI Language Models for Reference Services: A Comparative Study of ChatGPT, Gemini, and Copilot

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Abstract

This paper performs content analysis on how four major GenAI chatbots: Google Gemini, Microsoft Copilot, and two versions of ChatGPT, performed on twenty-eight patron submitted reference inquiries, which were selected from Rider University’s reference transaction log between July 2023 and May 2024. The descriptive statistics indicate that Google Gemini outperformed the other GenAI chatbots, by scoring high on “accuracy,” relevancy,” “friendliness” and “instruction” resulting in a higher mean score followed by public ChatGPT, commercial ChatGPT-4.0, and Microsoft Copilot.

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