What does it really take to bring AI into the workforce—for real? In this episode of Reimagining the Contact Center, Marc Bernstein sits down with Charanya “CK” Kannan, CEO and Co-founder of Pinkfish, to explore the new rules of AI adoption.CK brings the hard-earned perspective of a founder who’s seen it all—and still bets big on AI. The two dive deep into why agentic AI is leaving RPA in the dust, what it means to pace your automation strategy, and why every org needs a champion who understands what AI can (and can’t) do.This one’s for the leaders who know that automation isn’t about moving fast—it’s about moving smart.Timestamps:00:00 Introduction01:00 CKs Background & The Evolution of AI04:42 Founding Pinkfish06:56 Pace to Automate10:38 Joining the Workforce with AI Knowledge12:28 RPA vs. Agentic AI18:13 Being the Champion for AI23:04 AI Inferring & Use Cases28:26 Browser Capture Tools & App Builds34:42 AI in 3 Years

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