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Lopes da Costa, R., António, N. & Sousa, G. (2020). Digital transformation strategies: conversational commerce. International Journal of Learning and Change. 12 (3), 333-361

R. J. Costa et al.,  "Digital transformation strategies: conversational commerce", in Int. Journal of Learning and Change, vol. 12, no. 3, pp. 333-361, 2020

@article{costa2020_1732191142387,
	author = "Lopes da Costa, R. and António, N. and Sousa, G.",
	title = "Digital transformation strategies: conversational commerce",
	journal = "International Journal of Learning and Change",
	year = "2020",
	volume = "12",
	number = "3",
	pages = "333-361",
	url = "https://www.inderscience.com/info/inarticle.php?artid=108351"
}

TY  - JOUR
TI  - Digital transformation strategies: conversational commerce
T2  - International Journal of Learning and Change
VL  - 12
IS  - 3
AU  - Lopes da Costa, R.
AU  - António, N.
AU  - Sousa, G.
PY  - 2020
SP  - 333-361
SN  - 1740-2875
UR  - https://www.inderscience.com/info/inarticle.php?artid=108351
AB  - With the evolution of technology and the consequent proliferation of
the use of the internet for online shopping, and allied to the strong globalisation
of global commerce, which has online commerce as the highest exponent, it is
increasingly difficult for companies to gain a competitive advantage over its
competitors, making it fundamental to place consumer satisfaction at the heart
of its business. This research intends to analyse how the use of natural language
interfaces, together with an intelligent recommendation system, that is to say,
the concept developed by Messina (2015), conversational commerce, could be
a differentiating factor in the relationship of companies and their consumers,
allowing not only to gain a competitive advantage, but to influence company
reputation improving the brand image. This research and its results demonstrate
that the use of these conversational interfaces, supported by natural language,
increases trust and consumer satisfaction, making the purchasing process more
fluid, flexible, convenient and fast, thus gaining a market advantage over its
competitors.
ER  -