Abstract: At present, the library’s virtual reference service system has problems such as inefficient service, poor user experience and insufficient multimedia support, which leads to the low utilization rate of the system. We designed and implemented an intelligent virtual reference service system based on the WeChat by using the interface of WeChat public platform and Baidu AI open platform. The system introduces the new version of “WeChat Customer Service Function” and “Baidu UNIT” (Understanding and Interaction Technology), and benefits both users and reference librarians/system administrators. For users, this system can provide intelligent response, knowledge base retrieval, online consultation, multi-media form consultation, and push and query consultation results. For reference librarians/system administrators, this system can provide customer service personnel management, push and reply consultation information, knowledge base management, and sharing and consultation record management. The result showed that the system improved the mode of virtual reference service and provides library users with more convenient and fast reference service. 

Key words: Intelligent virtual reference service system, WeChat public platform, Baidu AI open platform, WeChat new customer service function, Baidu UNIT