Salesforce Unveils Workforce Innovation Playbook for Agentic AI

Today, Salesforce published the Workforce Innovation Playbook, a guide to help any company augment human productivity, creativity, and purpose with human and agent collaboration.

Why it matters: This workforce transformation with digital labor is not the future of work, it’s happening now. Recent research found that daily AI users report increased productivity (64%), focus (58%), and job satisfaction (81%). And 86% of Chief Human Resource Officers say integrating it will be a critical part of their job in the years ahead — yet only 15% have fully implemented agentic AI. Leaders recognize the potential of agents in the workplace, but some don’t know where to start and lack a clear roadmap.

Go deeper: The Workforce Innovation Playbook is built from Salesforce’s own workplace transformation journey, leveraging Agentforce, its digital labor platform. Salesforce has deployed more than 100 Agentforce agents, saving its sales teams time with insights agents, engineers time with coding agents, and reducing issue resolution times for employee support from 48 hours to 30 minutes — meaningfully improving the employee experience.

Customers have also experienced the transformative impact of the technology — OpenTable handled 73% of all restaurant web queries with Agentforce in just three weeks after setup, Engie is assisting 83% of users with Agentforce, and Grupo Globo improved customer retention by 22% by using agents to identify new upselling opportunities and convert non-subscribers.

Salesforce’s 4R’s framework is designed to help any company become agentic by design:

Redesign how work gets done. Build the human-and-agent workflow. Augment human judgment and creativity with AI speed and scale. Salesforce redesigned its customer support role to offload routine inquiries to agents, freeing support teams to focus on deeper customer relationships. Today, its help site has handled more than 1 million customer requests autonomously.
Reskill your people. Equip every employee with the skills needed to guide, lead, and scale with agents. Research shows human skills will be just as important as technical skills to be successful in the agentic future. Salesforce identified the top 10. The company’s online learning platform, Trailhead, is available to anyone looking to reskill across human, business, and agentic skills.
Redeploy talent to unlock agility. Move beyond static roles to enable people to flex, adapt, and focus on high-impact work. Salesforce launched Career Connect last year to understand what skills employees had and match them to curated learning paths and newly identified roles connected to their unique skills. Career Connect is already helping the company redeploy employees into new roles — in fact, 51% of its hires in the first quarter were internal.
Rebalance work. Orchestrate the right partnership between agents and humans to ensure each does what they do best. Understand the outcomes with tools like Agentforce Command Center — a single pane of glass to observe agent performance, scale what works, and fix what doesn’t.

What they’re saying:

“Everything we thought about how organizations operate is now antiquated as we begin to design for human and agent collaboration. Agents are not about replacing people, they are releasing us from the routine, the bureaucracy, the noise — and augmenting human productivity, creativity, and purpose,” said Nathalie Scardino, President and Chief People Officer at Salesforce. “In this critical leadership moment, it’s important to be guided by values and work to bring everyone along.”

In this critical leadership moment, it’s important to be guided by values and work to bring everyone along.
Nathalie Scardino, President and Chief People Officer at Salesforce

Learn more: