LoadingLoadingLoadingLoadingStudents at 03:00 need a human librarian in some slot of the day, not a hallucinated citation. This working paper reports FollowLap’s follow-the-sun library desk trial across three staff regions. Query resolution quality rose when librarians had a shared ticket taxonomy and the authority to say ‘we do not have that licence’. A 24/7 chatbot without a human escalation path increased fake references in student bibliographies. FollowLap University should budget the library as core academic staff for a global campus, not as a widget. Research here is service design.