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 Introduction

01:00 CKs Background & The Evolution of AI

04:42 Founding Pinkfish

06:56 Pace to Automate

10:38 Joining the Workforce with AI Knowledge

12:28 RPA vs. Agentic AI

18:13 Being the Champion for AI

23:04 AI Inferring & Use Cases

28:26 Browser Capture Tools & App Builds

34:42 AI in 3 Years