Today’s business faces a challenge that goes beyond the mere purchase of software licences – it is the operationalisation of artificial intelligence in the day-to-day work of teams. In response to the growing need to turn technological innovation into real business value, Salesforce has published the AI Fluency Playbook. The document is intended as a roadmap for organisations evolving towards an ‘agency enterprise’ model, where autonomous AI agents are no longer just a novelty, but partners supporting sales, customer service and knowledge flow.
The decision to publish the guide is based on a simple calculation: employees who can interact effectively with algorithms generate tangible returns. According to data presented by the CRM giant, daily use of artificial intelligence translates into a 64 per cent increase in productivity and a 58 per cent improvement in focus. Importantly for HR departments, the technology also impacts morale, with as many as 81 per cent of users reporting higher satisfaction with their duties. Specific data from the European market is also worth noting; research shows that Belgian employees save an average of 108 minutes each day with AI support.
Salesforce’s strategy is based on three integrated pillars to take the company from scepticism to full synergy with technology. The first is AI Engagement, which aims to build trust and positive sentiment around the new tools, which is key to overcoming initial staff resistance. The next step is AI Activation, which is the implementation of consistent habits of using agents in routine tasks. The final step, referred to as AI Expertise, focuses on seamless collaboration between people, agents and organisational structures, allowing processes to scale.
Nathalie Scardino, Chief People Officer at Salesforce, emphasises that the right approach to digital competence is the difference between simply implementing tools and fundamentally changing the way work gets done. The credibility of these recommendations is built on the company’s own example – 100 per cent of Salesforce employees are currently working with AI agents and 85 per cent say they are fully confident in using these tools.
