Salesforce advocates AI fluency framework alongside clients

Salesforce has launched what it calls an “synthetic intelligence (AI) fluency playbook”, advocating an method to enterprise AI utilization that describes it as going past the usage of generative AI (GenAI) instruments and assistants.

To launch the framework, the provider’s chief individuals officer Nathalie Scardino hosted a roundtable with representatives of Salesforce buyer. These included recruitment firm Adecco, together with an AI-focused software program and consulting agency that has come out of Adecco, referred to as r.Potential.

The playbook places ahead a four-stage journey for enterprise AI utilization, from instruments, help and contribution, to being what the provider calls a “catalyst” for enterprise transformation. In selling its framework to clients is making a typical IT trade play of providing itself as “buyer zero”.

Salesforce describes its playbook as a “sensible information for companies to arrange their workforce to confidently collaborate with AI to offer staff company and drive enterprise influence at pace and scale”.

The provider contends that “companies that construct AI fluent workforces will drive higher development and place themselves to draw high expertise and develop into a greatest place to work”.

It additionally maintains that staff will profit, stating that staff who use AI day by day report 64% greater productiveness, 58% higher focus and  81% higher job satisfaction, drawing on a Slack Workforce index research of 5,000 desk staff, revealed in mid-2025.

The playbook is claimed to be based mostly by itself expertise of utilizing AI brokers as “buyer zero” for its Agentforce platform. The corporate said that 85% of Salesforce staff mentioned they really feel assured utilizing AI instruments of their day by day work, including that, over one yr, Agentforce in Slack saved staff over 500,000 hours, its engagement agent labored with greater than 190,000 leads with the gross sales staff, and Service Agent dealt with two million plus help requests for its customer support staff. 

Salesforce defines “fluency” as consisting of first engagement, then activation and experience, which it describes as “proficiency of human, agentic and enterprise abilities that drive profitable human+agent adoption”.

Scardino mentioned: “Once we get AI fluency proper, staff are studying AI, utilizing AI and constructing AI daily. It has the ability to enhance human potential in methods we by no means thought doable. It’s crucial to spend money on AI fluency, lead with a newbie’s thoughts and develop into lifelong learners to achieve the agentic period.”

Within the roundtable session, Scardino mentioned that 85% of Salesforce’s staff are extra assured utilizing AI for productiveness, a 16% year-over-year enhance. “It’s our single greatest change,” she mentioned.

She added that Salesforce discovered that staff with “managers who mannequin progressive use of AI are extra engaged – 22 proportion factors extra engaged than staff whose managers aren’t position modelling AI utilization from the entrance. So, the position of the supervisor is extra crucial than ever.”

Ali Bebo, chief human assets officer at Salesforce buyer Pearson, added: “Immediately is all about studying agility – human abilities like studying, adaptability, communication and demanding pondering are so necessary for the period of agentic AI.” 

Within the roundtable, Greg Shewmaker, CEO of r.Potential; and Pierre Matuchet, senior vice-president of IT and digital transformation at Adecco, mentioned profitable AI adoption is extra about technique than expertise, and that it should mix human and synthetic intelligence, giving every their due.

Shewmaker mentioned: “Whereas worker sentiment is enhancing and persons are utilizing these instruments and productiveness is rising, on the similar time there may be conflicting uneasiness, with individuals involved about their jobs.

“However the issue isn’t AI, it’s a scarcity of articulation or understanding coming from the highest down, so there’s a scarcity of technique that exists in lots of corporations. One of many limitations helps leaders to navigate this variation to allow them to talk to their organisations. I feel that’s an enormous step, and expertise isn’t a technique.

“The businesses which are nonetheless treating this like an IT venture or software program adoption are those which are struggling. Those which are this from an organisational functionality creation or reconfiguration [point of view] are those which are getting it.

Matuchet mentioned: “It’s crucial for AI brokers to be within the move of labor. You don’t need to go looking for a device. That’s the entire great thing about it. The principle matter about AI adoption is to not think about it as a expertise. The actual impediment is organisational readability.

“What selections could be delegated? The place should people nonetheless be accountable? What does appear like when an agent acts in your behalf? Many organisations attempt to agentify damaged processes. This can not and by no means works. At Adecco, we’ve got tried to deal with this by fixing and standardising processes first.”

Pc Weekly requested how board-level executives could be satisfied to again an expansive view of AI that appears past productiveness and effectivity, in favour of staff being proud of AI.

Shewmaker responded: “We’ve mentioned, ‘Right here’s what your full potential could possibly be’. Think about a hypothetical state the place people and AI have been working completely collectively. That is what you possibly can obtain as an organization.

“After all, that’s not life like…but it surely permits them to border up what they’ll obtain now, and work in the direction of the utopian state… That has helped to open minds and perceive what the alternatives are, but additionally the challenges to get there.”