{"id":10614,"date":"2025-10-27T16:43:12","date_gmt":"2025-10-27T08:43:12","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=10614"},"modified":"2025-10-27T16:43:13","modified_gmt":"2025-10-27T08:43:13","slug":"flatter-organization-with-ai","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/ap\/blog\/flatter-organization-with-ai\/","title":{"rendered":"AI Agents Give Everyone the Power To Act Like a Leader"},"content":{"rendered":"\n<section class=\"key-takeaways wp-block-salesforce-blog-key-takeaways\" aria-label=\"Key Takeaways\">\n\t<div class=\"wp-block-salesforce-blog-key-takeaways__inner\">\n\t\t<div class=\"wp-block-salesforce-blog-key-takeaways__header\">\n\t\t\t<div class=\"wp-block-salesforce-blog-key-takeaways__title\">\n\t\t\t\t<h2 class=\"wp-block-salesforce-blog-key-takeaways__title-text\">\n\t\t\t\t\tKey Takeaways\t\t\t\t<\/h2>\n\t\t\t<\/div>\n\t\t<\/div>\n\n\t\t<button \n\t\t\tid=\"wp-block-salesforce-blog-key-takeaways-button\"\n\t\t\tclass=\"wp-block-salesforce-blog-key-takeaways__button\"\n\t\t\taria-controls=\"wp-block-salesforce-blog-key-takeaways-content\"\n\t\t\taria-expanded=\"false\"\n\t\t\taria-label=\"\n\t\t\tToggle Key Takeaways content\t\t\t\"\n\t\t>\n\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" fill=\"none\" viewBox=\"0 0 22 22\" aria-hidden=\"true\"><path fill=\"url(#a)\" d=\"M17.401 6.445a1.525 1.525 0 0 1 2.153 0 1.517 1.517 0 0 1 0 2.149l-7.977 7.961a1.526 1.526 0 0 1-2.154 0L1.446 8.594a1.517 1.517 0 0 1 0-2.149 1.524 1.524 0 0 1 2.153 0l6.9 6.886z\" \/><defs><linearGradient id=\"a\" x2=\"10.5\" y2=\"17\" gradientUnits=\"userSpaceOnUse\"><stop stop-color=\"#BA01FF\" \/><stop offset=\"1\" stop-color=\"#0250D9\" \/><\/linearGradient><\/defs><\/svg>\n\t\t<\/button>\n\n\t\t\t\t\t<div id=\"wp-block-salesforce-blog-key-takeaways-content\" class=\"wp-block-salesforce-blog-key-takeaways__content\" aria-hidden=\"true\">\n\t\t\t\t\n\n<ul class=\"wp-block-list\">\n<li><strong>AI democratises capability:<\/strong> AI agents, through simple chat interfaces, give all employees access to powerful tools and data. This allows any team member to perform complex tasks, analyse data, and make decisions that were previously restricted to specialists or senior staff.<\/li>\n\n\n\n<li><strong>Decisions move closer to the customer:<\/strong> Frontline employees are empowered by AI to resolve customer issues on the spot. They no longer need to wait for approvals from multiple layers of management, as agents can provide data, suggest solutions, and even get instant approvals, &#8220;flattening&#8221; the chain of command.<\/li>\n\n\n\n<li><strong>The role of middle management shifts from directing to coaching:<\/strong> With AI agents handling day-to-day task management, progress tracking, and approvals, middle managers are freed from being &#8220;bottlenecks.&#8221; Their role evolves to focus on more strategic work, such as setting a high-level vision, mentoring their team, and ensuring employees and agents are aligned with company goals.<\/li>\n<\/ul>\n\n\t\t\t<\/div>\n\t\t\t\t\t\t\t<footer class=\"wp-block-salesforce-blog-key-takeaways__footer\">\n\t\t\t\t\tThis summary was created with AI and reviewed by an editor.\t\t\t\t<\/footer>\n\t\t\t\t\t\t<\/div>\n<\/section>\n\n\n\n<p>For decades, getting anything done at work was bottlenecked by hierarchy. Need a software\u00a0licence?\u00a0Wait for a manager. Need a report? Get in line with Finance. A campaign? File a ticket with Marketing. Your ability to act was limited by what you knew, what you could do, and the hours in the day. Now, with\u00a0<a href=\"https:\/\/www.salesforce.com\/ap\/agentforce\/ai-agents\/\">AI agents<\/a>, your ability to act is no longer limited by your skill set or available time, but only your imagination.<\/p>\n\n\n\n<p>This is at the heart of the\u00a0<a href=\"https:\/\/www.salesforce.com\/ap\/blog\/playbook\/agentic-ai\/\" target=\"_blank\" rel=\"noreferrer noopener\">agentic enterprise<\/a>. In this new world, people and machines are coming together in what LinkedIn founder Reid Hoffman calls a state of\u00a0<a href=\"https:\/\/www.superagency.ai\/\" target=\"_blank\" rel=\"noreferrer noopener\">superagency<\/a>\u00a0where, for the first time, the ability to create real impact isn\u2019t limited to a manager or a\u00a0specialised\u00a0team. It\u2019s available to everyone, at every level.\u00a0<\/p>\n\n\n\n<p>In the agentic enterprise, the barrier to entry for complex skills and tasks is lowered, allowing everyone to become proficient in areas beyond their given role. The result is a profound shift in how we solve problems, innovate, and grow. Now, a junior employee can act like a more experienced colleague, and a small company can operate like a much larger one.&nbsp;<\/p>\n\n\n\n<p>Consider HappyRobot, a small company using AI voice agents to automate its customers\u2019 supply chains. Writing in\u00a0<a href=\"https:\/\/time.com\/7312641\/agentic-ai-era-humans\/\" target=\"_blank\" rel=\"noreferrer noopener\">Time<\/a>, Salesforce CEO Marc Benioff said HappyRobot is \u201calready operating with the reach once reserved for much larger\u00a0organisations\u201d\u00a0by using agents to automate workflows,\u00a0centralise\u00a0information, and cut coordination time. \u201cThe agentic enterprise is opening doors to fresh career paths, new forms of leadership, and opportunities we couldn\u2019t imagine a decade ago,\u201d he added.<\/p>\n\n\n\n<div class=\"layout-six wp-block-salesforce-blog-offer\">\n\t<div class=\"wp-block-offer__wrapper\">\n\n\t\t<div class=\"wp-block-offer__content\">\n\t\t\t<h2 class=\"wp-block-offer__title\"><strong>What\u2019s your agentic AI strategy?<\/strong><\/h2>\n\t\t\t\t\t\t\t<p class=\"wp-block-offer__description\">Our playbook is your free guide to becoming an agentic enterprise. Learn about use cases, deployment, and AI skills, and download interactive worksheets for your team.\u00a0<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t<div class=\"wp-block-button\">\n\t\t\t\t\t<a class=\"wp-block-button__link\" target=\"_blank\" href=\"https:\/\/www.salesforce.com\/ap\/blog\/playbook\/agentic-ai\/\">The future starts now<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t<div class=\"wp-block-offer__media\">\n\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"458\" height=\"335\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2025\/10\/agentic-ai-strategy.webp\" class=\"attachment-full size-full\" alt=\"\" srcset=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2025\/10\/agentic-ai-strategy.webp 458w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2025\/10\/agentic-ai-strategy.webp?w=300&amp;h=219 300w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2025\/10\/agentic-ai-strategy.webp?w=150&amp;h=110 150w\" sizes=\"auto, (max-width: 458px) 100vw, 458px\" \/>\t\t<\/div>\n\t<\/div>\n\n\t\n\t<\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-agentic-enterprise-and-the-revolutions-that-came-before\">The agentic enterprise, and the revolutions that came before<\/h2>\n\n\n\n<p>HappyRobot isn\u2019t the only example. This revolutionary shift echoes others from recent history.<\/p>\n\n\n\n<p>One is\u00a0<a href=\"https:\/\/www.salesforce.com\/ap\/platform\/cloud-computing\/\">cloud computing<\/a>, which broadened access to technology infrastructure and dramatically lowered the cost of building and scaling a business. Another is mobile computing, which untethered information and communication from the desktop. In both cases, even well-established companies that failed to fully grasp these changes were either outmaneuvered or left in the dust.\u00a0<\/p>\n\n\n\n<p>The same choice now stands before every enterprise. Adapt and unlock a new level of productivity for every worker, or risk being left behind by a new breed of competitors who can move and innovate at a speed you simply cannot match.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-ai-s-simplicity-is-the-key\">AI\u2019s simplicity is the key<\/h2>\n\n\n\n<p>For decades, business technology came with a learning curve. You often had to learn a new set of skills, like write formulas in a spreadsheet or navigate a design program. But AI is different. Its lightning-fast adoption is fueled by a simple fact: Its interface is one everyone already knows.<\/p>\n\n\n\n<p>\u201cIf you know how to chat, you can chat with the machine. You don\u2019t have to have preliminary knowledge,\u201d said Stephane Moulec, chief technology officer of the nonprofit\u00a0<a href=\"https:\/\/www.salesforce.com\/customer-stories\/good360\/\" target=\"_blank\" rel=\"noreferrer noopener\">Good360<\/a>. With AI, he said, \u201cwe\u2019re finally delivering technology that anyone can use, and it\u2019s probably the most complex technology that\u2019s ever existed, and yet, it\u2019s the simplest to use.\u201d\u00a0<\/p>\n\n\n\n<p>Indeed, Wharton School professor Ethan Mollick&nbsp;<a href=\"https:\/\/www.oneusefulthing.org\/about\" target=\"_blank\" rel=\"noreferrer noopener\">wrote<\/a>&nbsp;in his newsletter that we\u2019re entering an era of \u201cmass intelligence\u201d where \u201cpowerful AI is as accessible as a Google search.\u201d&nbsp;<\/p>\n\n\n\n<p>Just think about the biggest changes in history, from the printing press to the internet. They all happened because a scarce resource \u2014 information \u2014 suddenly became available to everyone. AI is doing the same for intelligence.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-what-this-changes\">What this changes<\/h2>\n\n\n\n<p>AI is distinct from earlier tech revolutions because it offers more than information access. It\u00a0summarises, reasons,\u00a0analyses, makes decisions, and carries out tasks.\u00a0<\/p>\n\n\n\n<p>All this gives everyone a chance to level up. As McKinsey&nbsp;<a href=\"https:\/\/www.mckinsey.com\/capabilities\/mckinsey-digital\/our-insights\/superagency-in-the-workplace-empowering-people-to-unlock-ais-full-potential-at-work\" target=\"_blank\" rel=\"noreferrer noopener\">notes<\/a>, \u201cAI can lower skill barriers, helping more people acquire proficiency in more fields, in any language and at any time.\u201d<\/p>\n\n\n\n<p>For example, a marketing manager who wants to win back at-risk customers might need to wait for a report from sales or service. But AI agents break down those walls, giving an employee the power to autonomously access data (with permissions) and execute tasks that were once out of their purview. The result is a world where a marketer can act like a sales analyst and a designer can act like a copywriter.&nbsp;<\/p>\n\n\n\n<p>This wider access to intelligence \u2014 and the freedom to use it \u2014 is how an\u00a0organisation\u00a0transforms from a bunch of siloed teams into a supercharged, competitive force.<\/p>\n\n\n\n<p>Peter Schwartz, senior vice president of strategy at Salesforce, explained that every\u00a0organisation\u00a0has a bell curve of performance, with superstars at one end, the bottom 5% at the other, and about 40% in the middle who are performing just \u201cokay.\u201d\u00a0<\/p>\n\n\n\n<p>\u201cNow you can make them much more than okay,\u201d he said. \u201cYou probably can\u2019t fix the real nonperformers, but you can radically improve the performance of all those mid-level people. Capability has become\u00a0democratised, and the ability of AI to lift the capabilities of that lower half is huge.\u201d\u00a0<\/p>\n\n\n\n<p>Here are some of the key ways that the\u00a0democratisation\u00a0of capability and action will affect\u00a0organisations.\u00a0<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-1-decisions-move-closer-to-the-customer-nbsp-nbsp\">1. Decisions move closer to the customer&nbsp;&nbsp;<\/h3>\n\n\n\n<p>Frontline employees, who tend to know customers best, won\u2019t have to wait for a manager to green-light an action. With AI agents embedded in their workflows (and if permissions allow) they can resolve issues and serve customers better, right away.&nbsp;<\/p>\n\n\n\n<p>Imagine a customer success manager (CSM) helping a customer who\u2019s struggling to turn on a new tech feature. In the past, the CSM might have to pull usage reports, talk to a product manager, and get sign-off to offer a free training session.&nbsp;<\/p>\n\n\n\n<p>Now, they can simply ask an AI agent, \u201cHow can we solve the customer\u2019s adoption issue?\u201d The agent, which has access to the usage data and support tickets, can identify the problem, generate a\u00a0personalised\u00a0training guide, and maybe even get instant approval for a free trial of the feature. Not only is the CSM empowered, the issue is resolved on the spot, strengthening the client relationship.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-2-the-organisation-gets-flatter-with-ai\">2. The\u00a0organisation\u00a0gets flatter with AI\u00a0<\/h3>\n\n\n\n<p>Today, middle managers spend a lot of time directing traffic, making sure work is done on time and aligned with company objectives. They direct tasks, check progress, and provide the approvals that keep a project moving. This day-to-day management style can easily create bottlenecks that hamstring speed and innovation.&nbsp;<\/p>\n\n\n\n<p>In an agentic enterprise, this work is delegated to AI agents, freeing managers to spend more time on strategic coaching. A manager\u2019s value is no longer measured by how many approvals they give, but by how well they can set and execute a vision, and mentor their team to achieve a high-level outcome.<\/p>\n\n\n\n<p>This has already led to a\u00a0<a href=\"https:\/\/finance.yahoo.com\/news\/ai-already-upending-corporate-org-083100729.html\" target=\"_blank\" rel=\"noreferrer noopener\">flattening<\/a>\u00a0of the traditional\u00a0organisational\u00a0structure, with fewer layers between the C-suite and everyone else.\u00a0<\/p>\n\n\n\n<p>And this changes how authority works. With agents handling execution, authority shifts from the person with the title to the person or team responsible for the desired outcome. Managers no longer have to be in the loop for every decision. They can instead focus on ensuring agents and employees are aligned with the company\u2019s goals, which makes the entire company more agile and outcome-oriented.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-3-governance-is-no-longer-a-roadblock\">3. Governance is no longer a roadblock<\/h3>\n\n\n\n<p>Compliance and risk management move from manual checkpoints to machine-driven and -enforced rules that are baked into AI agent logic. Governance goes from slowing down work to shaping it in real time.<\/p>\n\n\n\n<p>For example, in a financial institution, a compliance officer might be a manual checkpoint for international wire transfers. A human must review the amount, the sender, and the destination to ensure compliance with anti-money-laundering regulations. It can be a tedious process.<\/p>\n\n\n\n<p>In an agentic enterprise, the entire process is automated. An AI agent that\u2019s embedded with regulatory rules processes the wire transfer, instantly verifies the sender\u2019s identity, cross-references it against sanctioned lists, and flags any unusual activity. If the transaction is fully compliant, it proceeds. If not, the agent alerts a human, explaining which rule might have been violated.&nbsp;<\/p>\n\n\n\n<p>The result? Governance evolves from a reactive to a proactive function. Instead of catching mistakes after they\u2019ve happened, an agentic enterprise prevents them from ever happening.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-is-there-a-downside-to-everyone-having-all-this-knowledge\">Is there a downside to everyone having all this knowledge?<\/h2>\n\n\n\n<p>The simplicity of using AI tools and the\u00a0democratisation\u00a0of action is not without risk. In the past, a lack of access to tools and data served as a natural check. A marketer couldn\u2019t just obtain an HR report, for instance, because they didn\u2019t have the right tools or permissions \u2014 and that kept them from accessing confidential information or potentially making a costly error. Now, with AI agents that can operate across departments, a marketer could ask an agent to\u00a0analyse\u00a0a sale or resolve a customer service issue. The AI might produce a seemingly perfect response, but how would the marketer know it was accurate? The very technology that empowers an employee to act beyond their purview can create a new blind spot.\u00a0<\/p>\n\n\n\n<p>\u201cIt\u2019s great that everybody has access to the same tools and everybody can be as good as the next person. But the trouble is you have to be sure of what you are doing,\u201d said Shantha Mohan, adjunct professor at Carnegie Mellon University. \u201cIf you\u2019re a product manager and you ask AI a question out of your domain, you won\u2019t have a way to evaluate it. If you don\u2019t know what you don\u2019t know, you can\u2019t deal with it.\u201d<\/p>\n\n\n\n<p>One way Schwartz deals with it, he said, is to triple-check AI outputs by asking different LLMs the same question and comparing the results. But even that is not foolproof. \u201cI\u2019ve had it happen that I\u2019ve gotten what I suspect are wrong results,\u201d he said, adding when it\u2019s a business-critical decision, you have to always check outputs against trusted data.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-agentic-enterprise-is-about-a-new-kind-of-human-potential\">The agentic enterprise is about a new kind of human potential<\/h2>\n\n\n\n<p>The risks are far outweighed by the opportunity. The ultimate promise of the agentic enterprise is about a new kind of human potential.<\/p>\n\n\n\n<p>As Schwartz explained, every worker is about to have the equivalent of a personal assistant that \u201ctakes the friction out of life and work.\u201d The result is a world where individuals can be empowered to do much more than they otherwise would, not just in a specific task, but in their ability to drive real outcomes.<\/p>\n\n\n\n<p>What it\u00a0democratises\u00a0most is capability\u2014 the ability to turn an idea into an outcome without waiting on specialists. An AI agent can access and\u00a0synthesise\u00a0information from across the\u00a0organisation\u00a0to answer a question or tackle a problem.\u00a0<\/p>\n\n\n\n<p>\u201cI\u2019m really good at understanding what a CEO needs and what customers need,\u201d said Schwartz. \u201cI\u2019m 79 years old and I\u2019ve been doing this for 50 years. I\u2019ve heard it all. But somebody who\u2019s only been at it a couple of years can get to almost a similar level of capability because they can have&nbsp;<em>me<\/em>&nbsp;in a box.<\/p>\n\n\n\n<p>\u201cThey\u2019re empowered like a CEO,\u201d he said. \u201cThat\u2019s a really big deal.\u201d<\/p>\n\n\n\n<p><em>Images by Aleona Pollauf\/Salesforce.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Wider access to intelligence \u2013 and the freedom to use it \u2013 elevates every employee beyond their job title.<\/p>\n","protected":false},"author":663,"featured_media":10615,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"68c18bbb6ce251b5ca3b849aAP","post_meta_title":"","ai_synopsis":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[23,665,776,731],"sf_content_type":[707],"coauthors":[361],"class_list":["post-10614","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_topic-artificial-intelligence","sf_topic-agentforce","sf_topic-agentic-ai","sf_topic-trusted-ai","sf_content_type-blog"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Flatter Organization With AI Agents: Your Team, Supercharged - Salesforce<\/title>\n<meta name=\"description\" content=\"Learn how a flatter organisation with AI is possible. AI agents give everyone in your company the knowledge and power to act like a leader.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.salesforce.com\/ap\/blog\/flatter-organization-with-ai\/\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"AI Agents Give Everyone the Power To Act Like a Leader\" \/>\n<meta property=\"og:description\" content=\"Learn how a flatter organisation with AI is possible. 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