According to Uniphore Co-founder and President of Asia Pacific Ravi Saraogi, the adoption of automation tech had been on the rise prior to global lockdown. As organizations plan post-pandemic, contact centres continue to make provisions for agents to work remotely, as increased volumes of customer enquiries due to social distancing accelerates demand for automation. Saraogi explains why Conversational Service Automation can help employers have greater visibility over remote agents’ productivity and well-being.