Today, Salesforce published its AI Fluency Playbook, a practical guide for businesses to prepare their workforce to confidently collaborate with AI to give employees agents and drive business impact at speed and scale.
Why it matters: As companies look to become an Agentic Enterprise, success will depend on their workforce’s ability to harness and apply agentic AI in their daily work. Businesses that build AI-fluent
workforces will drive greater growth and position themselves to attract top talent and become the best place to work. And it’s not just businesses that benefit – employees who use AI daily report 64% higher productivity, 58% better focus, and 81% greater job satisfaction.
Go deeper: The AI Fluency Playbook is built from Salesforce’s own experience deploying AI agents as Customer Zero for Agentforce. Today, Salesforce employees are collaborating with agents and 85% say they feel confident using AI tools to drive productivity in their daily work – a 16% increase year over year. The results are clear: In just one year, Agentforce in Slack saved employees over 500,000 hours, Engagement Agent worked over 190,000 leads with the sales team, and Service Agent handled 2+ million support requests for the customer service team.
AI agents are fundamentally redefining the workplace by automating repetitive, mundane tasks and augmenting the creative and strategic potential of every worker. However, simply deploying the technology is not enough; to truly transform daily operations and achieve superior business outcomes, employees must be equipped with the specific
knowledge and tools required for seamless human-agent collaboration.
To bridge this gap, organizations can cultivate comprehensive AI fluency through a three-pillared approach: AI Engagement, which focuses onbuilding employee sentiment and cultural confidence; AI Activation, which ensures consistent integration of AI into daily workflows; and AI Expertise, which develops the essential human and technical proficiencies needed to drive successful adoption at scale.
What customers are saying: “We’re focused on the most important skills that are needed for today and for the future,” said Ali Bebo, Chief Human Resources Officer at Pearson. “Today is all about learning agility – human skills like learning, adaptability, communication, and critical thinking are so important for the era of agentic AI.”
