{"id":84806,"date":"2025-02-21T10:38:02","date_gmt":"2025-02-21T18:38:02","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=84806"},"modified":"2025-02-21T11:07:38","modified_gmt":"2025-02-21T19:07:38","slug":"agentic-ai-human-partnership","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/news\/stories\/agentic-ai-human-partnership\/","title":{"rendered":"AI\u2019s Human Factor: Why Trust Is Essential for Unlocking Digital Labor’s Potential"},"content":{"rendered":"\n

Can we trust artificial intelligence (AI)<\/a> agents to work responsibly on behalf of humans?<\/p>\n\n\n\n

Rob Katz, Salesforce’s responsible AI co-lead, believes we can, but only if we prioritize transparency, explainability, and human control in developing AI agents<\/a>\u200c \u2014 AI systems that can do anything from answering simple questions to resolving complex issues without human intervention. The implementation of agents within businesses is poised to revolutionize industries with a limitless supply of digital labor.  <\/p>\n\n\n\n

Without building trust in agents among an existing workforce, however, Katz says companies will struggle to fully capitalize on these powerful new tools’ transformative potential.<\/p>\n\n\n\n

Here, he shares his perspective on how companies can navigate AI’s ethical considerations, ensuring that innovation and responsibility go hand in hand. He also delves into Salesforce’s approach to building trust in agentic AI<\/a>, including how systems like Agentforce<\/a>, the agentic layer of the unified Salesforce Platform, help companies foster confidence in these new systems. <\/p>\n\n\n\n

Q. What measures will leading companies take to ensure that AI technology behaves as it’s supposed to?<\/strong><\/h2>\n\n\n\n

The key is a human-AI partnership. Trust in digital labor<\/a> is going to be important to organizations working with digital workers. You wouldn’t work with a digital agent that you don’t trust. <\/p>\n\n\n\n

\n

You wouldn’t work with a digital agent that you don’t trust. <\/p>\n<\/blockquote>\n\n\n\n

It comes down to three things: transparency, explainability, and control. Companies will try to earn that trust by ensuring that their digital labor forces are transparent, explainable, and manageable.<\/p>\n\n\n\n

Q. Will humans always be in the loop in these cases?<\/strong><\/h2>\n\n\n\n

Not for every single intermediary decision. <\/p>\n\n\n\n

For example, if I’m trying to schedule an appointment with a service provider, two AI agents could work together to figure out calendar conflicts and navigate different proposals. From my perspective, this is an action with clear guardrails in a controlled environment, so I don’t need to see the sausage being made there. <\/p>\n\n\n\n

If it does something outside of those parameters, though, I want to be able to understand why and I want to be able to change my settings. That’s the transparency, the explainability, and the control. <\/p>\n\n\n\n

There’s a world in which there isn’t a human in the loop for every single thing, and that world is coming very soon. But humans will continue to have a critical role to play in managing these systems, and will continue to be \u2018in the loop\u2019 on legal or other similarly significant decisions.<\/p>\n\n\n\n