{"id":84865,"date":"2025-02-25T10:00:00","date_gmt":"2025-02-25T18:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=84865"},"modified":"2025-02-25T10:00:38","modified_gmt":"2025-02-25T18:00:38","slug":"agentic-ai-rollout-employee-adoption","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/news\/stories\/agentic-ai-rollout-employee-adoption\/","title":{"rendered":"How Salesforce Tackled the AI Adoption Gap"},"content":{"rendered":"\n<p>Salesforce&#8217;s successful implementation of <a href=\"https:\/\/www.salesforce.com\/agentforce\/\" target=\"_blank\" rel=\"noreferrer noopener\">Agentforce<\/a> on <a href=\"http:\/\/help.salesforce.com\" target=\"_blank\" rel=\"noreferrer noopener\">help.salesforce.com<\/a> demonstrates key strategies for AI adoption and provides valuable insights for companies navigating the integration of AI into their support operations. A 24\/7 AI concierge, <a href=\"https:\/\/www.salesforce.com\/news\/stories\/agentforce-customer-zero\/\" target=\"_blank\" rel=\"noreferrer noopener\">Agentforce<\/a> is providing fast, accurate, and more actionable responses to thousands of customer inquiries every week.\u00a0<\/p>\n\n\n\n<p><strong>Why it matters:<\/strong> <a href=\"https:\/\/www.salesforce.com\/news\/stories\/ai-adoption-slows-statistics\/\" target=\"_blank\" rel=\"noreferrer noopener\">A recent Slack study<\/a> found that only 7% of desk workers consider themselves expert AI users. And with <a href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/11\/Generative-AI-in-Organizations-Refresh_25112024.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">82% of companies<\/a> planning to integrate AI agents into their workflows within the next three years, addressing employee concerns is critical to fostering adoption.<\/p>\n\n\n\n<aside class=\"contextual-driver has-text-align-left contextual-driver--einstein\">\n\t<header class=\"tidbit-header\">\n\t\t<h2 class=\"tidbit-head\">\n\t\t\tSalesforce Is Running One of the World\u2019s Largest AI Deployments \u2014 on Itself.\t\t<\/h2>\n\t<\/header>\n\t<div class=\"tidbit-body\">\n\t\t<p><\/p>\t<\/div>\n\t\t\t<p class=\"tidbit-link label\">\n\t\t\t<a class=\"label has-right-arrow has-right-arrow--small\" href=\"https:\/\/www.salesforce.com\/news\/stories\/agentforce-customer-zero\/\" target=\"_blank\">\n\t\t\t\t<span>READ HOW<\/span>\n\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 14 10\">\n\t<path d=\"M13.92 5.38a1 1 0 000-.76.9.9 0 00-.17-.26.25.25 0 000-.07l-4-4a1 1 0 00-1.46 1.42L10.59 4H1.07a1 1 0 000 2h9.52l-2.3 2.29a1 1 0 000 1.42 1 1 0 001.42 0l4-4a.25.25 0 000-.07.9.9 0 00.21-.26z\" \/>\n<\/svg>\n\t\t\t<\/a>\n\t\t<\/p>\n\t\t\t\t<img class=\"tidbit img-einstein\"\n\t\tsrcset=\"\n\t\t\thttps:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@0.5x.png 84w,\n\t\t\thttps:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@1x.png 168w,\n\t\t\thttps:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@2x.png 336w\n\t\t\"\n\t\tsrc=\"https:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@1x.png\"\n\t\talt=\"Illustration of einstein\"\n\t\tsizes=\"(min-width:1024px) 175px, 130px\"\n\t>\n\t<\/aside>\n\n\n\n\n<p>Salesforce VP Bernard Slowey, who helped lead the Agentforce implementation, reveals how Salesforce helped navigate employee hesitation and empowered the support team to embrace the technology:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Initial resistance is natural:<\/strong> Acknowledge and address employee concerns about job displacement. \u201cThere was definitely a nervousness from support engineers \u2026 so one of the things we&#8217;ve really tried to do is emphasize it&#8217;s humans with AI together,\u201d said Slowey.<\/li>\n\n\n\n<li><strong>Early involvement is crucial:<\/strong> Include employees in the planning and implementation process to foster a sense of ownership. &#8220;We wanted to make sure support engineers felt very connected to this, so we&#8217;ve included them since we began planning this launch. They\u2019re embedded in the change, and they\u2019re helping ensure the success of Agentforce,&#8221; he said.&nbsp;<\/li>\n\n\n\n<li><strong>Highlight the &#8220;What&#8217;s in it for me?&#8221;: <\/strong>Clearly communicate the benefits of AI agents for employees and the organization, such as freeing employees from repetitive tasks and allowing them to focus on higher-value work, like complex support cases, or even helping improve the AI agents\u2019 performance. Said Slowey, &#8220;We told our support engineers we want them focused on the harder problems that require a human touch. They&#8217;re pivotal to the success of Agentforce.\u201d<\/li>\n\n\n\n<li><strong>Focus on the growing importance of AI: <\/strong>Help employees understand that <a href=\"https:\/\/www.salesforce.com\/artificial-intelligence\/what-is-ai\/\" target=\"_blank\" rel=\"noreferrer noopener\">AI<\/a> is here to stay and how embracing it will enhance their skills and future-proof their careers. &#8220;AI will empower our employees to do their best work, learn new skills, and contribute to a more efficient and effective support organization,&#8221; he said.<\/li>\n<\/ul>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>AI will empower our employees to do their best work, learn new skills, and contribute to a more efficient and effective support organization.<\/p>\n<cite>Bernard Slowey, VP of Digital Customer Success at Salesforce<\/cite><\/blockquote>\n\n\n\n<p><strong>Between the lines:<\/strong> Salesforce&#8217;s emphasis on humans with AI aligns with its core values of <a href=\"https:\/\/www.salesforce.com\/news\/stories\/responsible-agentic-ai-guidelines\/\" target=\"_blank\" rel=\"noreferrer noopener\">trust<\/a> and <a href=\"https:\/\/www.salesforce.com\/news\/stories\/cios-agentic-ai-adoption-workplace\/\" target=\"_blank\" rel=\"noreferrer noopener\">customer success<\/a>. By empowering employees and addressing their concerns, Salesforce ensures that AI agents are implemented in a way that benefits the workforce, company ROI, and the customer experience.<\/p>\n\n\n\n<p><strong>What&#8217;s next:<\/strong> The company is now handling about <a href=\"https:\/\/www.salesforce.com\/news\/stories\/agentforce-customer-zero\/\" target=\"_blank\" rel=\"noreferrer noopener\">32,000 customer conversations per week with a resolution rate of 83% through Agentforce<\/a>. As Salesforce continues to expand its agent-first initiatives, the company&#8217;s <a href=\"https:\/\/www.salesforce.com\/news\/stories\/agentic-ai-reshapes-workforce\/\" target=\"_blank\" rel=\"noreferrer noopener\">focus on employees<\/a> will serve as a model for other businesses seeking to successfully integrate AI into their operations.<\/p>\n\n\n\n<aside class=\"more-from-block more-from-block--2 alignfull wp-block-newsroom-moreontopic\">\n\t<div class=\"more-from-block__content\">\n\t\t\t\t\t<h4 class=\"more-from-block__title\">Related<\/h4>\n\t\t\n\t\t<div class=\"more-from-block__cards more-from-block__cards--2\"\n\t\t\t\t>\n\t\t\t\n\n<article\t\t\titemscope=\"\"\n\t\titemtype=\"https:\/\/schema.org\/Article\"\n\t\tdata-card-id=\"92828\"\n\t\tclass=\"content-card content-card--large-inline is-entire-area-clickable content-card--is-boxed\"\n\t\t\tdata-clickable-area-link=\"https:\/\/www.salesforce.com\/news\/press-releases\/2026\/03\/26\/vha-salesforce-agentic-os-saves-staff-hours\/\"\n\t>\n\t\t\t<div class=\"content-card__image-container\" itemprop=\"image\" itemscope itemtype=\"https:\/\/schema.org\/ImageObject\">\n\t\t\t<img width=\"1024\" height=\"576\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/VHA-Deploys-Salesforce-Powered-Agentic-Operating-System-Saving-Thousands-of-Staff-Hours-for-Frontline-Veteran-Care-2.png?w=1024\" class=\"content-card__image\" alt=\"Smiling man in army fatigues discussing care options with woman.\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/VHA-Deploys-Salesforce-Powered-Agentic-Operating-System-Saving-Thousands-of-Staff-Hours-for-Frontline-Veteran-Care-2.png 1200w, 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https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/VHA-Deploys-Salesforce-Powered-Agentic-Operating-System-Saving-Thousands-of-Staff-Hours-for-Frontline-Veteran-Care-2.png?w=343&amp;h=193 343w\" \/>\t\t\t\t\t<\/div>\n\t\n\t<div class=\"content-card__content-container content-card__content-container--style-\">\n\t\t\n\t\t\n\t\t\t\t\t<h3 itemprop=\"headline\" class=\"content-card__title\">\n\t\t\t\t\t\t\t\t\t<a\n\t\t\t\t\t\thref=\"https:\/\/www.salesforce.com\/news\/press-releases\/2026\/03\/26\/vha-salesforce-agentic-os-saves-staff-hours\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-card__title-link\"\n\t\t\t\t\t>\n\t\t\t\t\t\t\t\tVHA Deploys Salesforce-Powered Agentic Operating System, Saving Thousands of Staff Hours for Front-Line Veteran Care\t\t\t\t<\/a>\t\t\t<\/h3>\n\t\t\n\t\t\t\t\n\t\t\n\t\t\t\t\t<div itemprop=\"readTime\" class=\"content-card__read-time\">\n\t\t\t\t4 min read\t\t\t<\/div>\n\t\t\n\t\t\t<\/div>\n\n<\/article>\n\n\n\n<article\t\t\titemscope=\"\"\n\t\titemtype=\"https:\/\/schema.org\/Article\"\n\t\tdata-card-id=\"92815\"\n\t\tclass=\"content-card content-card--large-inline is-entire-area-clickable content-card--is-boxed\"\n\t\t\tdata-clickable-area-link=\"https:\/\/www.salesforce.com\/news\/press-releases\/2026\/03\/26\/us-dept-labor-agentforce-enhance-citizen-support\/\"\n\t>\n\t\t\t<div class=\"content-card__image-container\" itemprop=\"image\" itemscope itemtype=\"https:\/\/schema.org\/ImageObject\">\n\t\t\t<img width=\"1024\" height=\"576\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/U.S.-Department-of-Labor-Taps-Agentforce-to-Enhance-Citizen-Support-1.png?w=1024\" class=\"content-card__image\" alt=\"Contact center worker in a headset providing personalized support with the help of Agentforce.\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" 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content-card__content-container--style-\">\n\t\t\n\t\t\n\t\t\t\t\t<h3 itemprop=\"headline\" class=\"content-card__title\">\n\t\t\t\t\t\t\t\t\t<a\n\t\t\t\t\t\thref=\"https:\/\/www.salesforce.com\/news\/press-releases\/2026\/03\/26\/us-dept-labor-agentforce-enhance-citizen-support\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-card__title-link\"\n\t\t\t\t\t>\n\t\t\t\t\t\t\t\tU.S. Department of Labor Taps Agentforce to Enhance Citizen Support\t\t\t\t<\/a>\t\t\t<\/h3>\n\t\t\n\t\t\t\t\n\t\t\n\t\t\t\t\t<div itemprop=\"readTime\" class=\"content-card__read-time\">\n\t\t\t\t5 min read\t\t\t<\/div>\n\t\t\n\t\t\t<\/div>\n\n<\/article>\n\n\t\t<\/div>\n\t\t<noscript>\n<div class=\"pagination-fallback\">\n\n\t\t<a href=\"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/posts\/84865\/page\/2\/?bc=OTH#section-title\">\n\t\t\tOlder Posts\t\t<\/a>\n\t\t<\/div>\n<\/noscript>\n\t<\/div>\n<\/aside>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-go-deeper-nbsp\"><strong>Go deeper:&nbsp;<\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Discover <a href=\"https:\/\/www.salesforce.com\/news\/stories\/agentic-ai-reshapes-workforce\/\" target=\"_blank\" rel=\"noreferrer noopener\">how digital labor will reshape the enterprise<\/a><\/li>\n\n\n\n<li>The 10 <a href=\"https:\/\/www.salesforce.com\/blog\/human-ai-collaboration\/\" target=\"_blank\" rel=\"noreferrer noopener\">collaborative skills needed for teams to succeed with AI agents<\/a><\/li>\n\n\n\n<li>Learn <a href=\"https:\/\/www.salesforce.com\/news\/stories\/agentforce-customer-zero\/\" target=\"_blank\" rel=\"noreferrer noopener\">how Salesforce is using its own agent technology<\/a> to power help.salesforce.com<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Salesforce&#8217;s successful implementation of Agentforce on help.salesforce.com demonstrates key strategies for AI adoption and provides valuable insights for companies navigating the integration of AI into their support operations. A 24\/7 AI concierge, Agentforce is providing fast, accurate, and more actionable responses to thousands of customer inquiries every week.\u00a0 Why it matters: A recent Slack study [&hellip;]<\/p>\n","protected":false},"author":0,"featured_media":84868,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"sf_subhead":"","sf_i18n_disclaimer":false,"_jetpack_memberships_contains_paid_content":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"footnotes":""},"categories":[1],"tags":[],"sf_content_type":[1728],"sf_theme":[1916],"sf_topic":[20528,1737,1726,19141,1732],"sf_product":[19930],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[1798],"sf_collection":[21152],"sf_visibility":[],"coauthors":[],"class_list":["post-84865","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","sf_content_type-snapshots","sf_theme-artificial-intelligence","sf_topic-agents","sf_topic-artificial-intelligence","sf_topic-digital-transformation","sf_topic-enterprise-ai","sf_topic-future-of-work","sf_product-agentforce","sf_location-global","sf_collection-tdx"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - 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