{"id":86362,"date":"2025-04-16T10:00:00","date_gmt":"2025-04-16T17:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=86362"},"modified":"2025-04-16T10:02:18","modified_gmt":"2025-04-16T17:02:18","slug":"closing-the-agentic-ai-trust-gap","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/news\/stories\/closing-the-agentic-ai-trust-gap\/","title":{"rendered":"Leaders Race to Bridge &#8216;AI Trust Gap&#8217; for Wary Employees"},"content":{"rendered":"\n<p>A silent standoff is brewing in the corporate world. While <a href=\"https:\/\/www.salesforce.com\/news\/stories\/agentforce-data-cloud-platform-customer-success\/\" target=\"_blank\" rel=\"noreferrer noopener\">executives champion the efficiencies of agentic AI<\/a>, a wave of employee skepticism threatens to derail its rollout. Nearly two-thirds of C-suite executives say trust in <a href=\"https:\/\/www.salesforce.com\/artificial-intelligence\/what-is-ai\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">AI<\/a> drives revenue, competitiveness, and customer success. However, <a href=\"https:\/\/www.salesforce.com\/news\/stories\/c-suite-research\/\" target=\"_blank\" rel=\"noreferrer noopener\">more than half of workers say<\/a> it\u2019s difficult to find trusted AI tools.<\/p>\n\n\n\n<p>\u201cThe trust gap is huge,\u201d Shane Smyth, CTO of Saltbox Management, said at TDX 2025, underscoring this conundrum. \u201cIf you don&#8217;t trust something when you&#8217;re using it, then you&#8217;re not going to use it.\u201d&nbsp;<\/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\tAI\u2019s Human Factor: Why Trust Is Essential for Unlocking Digital Labor\u2019s Potential.\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\/agentic-ai-human-partnership\/\" target=\"_blank\">\n\t\t\t\t<span>GO DEEPER.<\/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>The good news? Business leaders across industries have acknowledged their employees\u2019 trust issues and are actively seeking ways to address it.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-trust-gap\"><strong>The trust gap<\/strong><\/h2>\n\n\n\n<p>Alex Waddell, Chief Information Officer of Adobe Population Health, said that AI trust can be a struggle in a healthcare company.<\/p>\n\n\n\n<p>\u201cThere&#8217;s a lot of fear around AI, especially around it being prescriptive or suggestive when it comes to member care,\u201d he shared at TDX. \u201cWe don&#8217;t want to accidentally suggest or say something that may be harmful to the members. This was something that my organization really had to overcome.\u201d<\/p>\n\n\n\n<p>Waddell isn\u2019t alone. Distrust in AI extends beyond the healthcare industry, and even typically bleeding-edge consulting firms express concerns and acknowledge the potential downsides.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>Being skeptical is not a bad thing. Being aware of the potential risks is very important, especially as we go into this uncharted territory.<\/p>\n<cite>Raju Malhotra, Chief Product and Technology Officer at Certinia<\/cite><\/blockquote>\n\n\n\n<p>\u201cNo one should be surprised there is a level of distrust for such a groundbreaking new technology that can transform a lot of things from an experience perspective,\u201d said Raju Malhotra, Chief Product and Technology Officer at Certinia. \u201cBeing skeptical is not a bad thing. Being aware of the potential risks is very important, especially as we go into this uncharted territory.\u201d\u00a0<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-bridging-the-divide-through-operations\"><strong>Bridging the divide through operations<\/strong><\/h2>\n\n\n\n<p>Business leaders are focusing on a combination of factors to overcome <a href=\"https:\/\/www.salesforce.com\/agentforce\/what-is-agentic-ai\/\" target=\"_blank\" rel=\"noreferrer noopener\">agentic AI<\/a> adoption hurdles. One perspective came from Waddell, who shared Adobe Population Health\u2019s approach to solving the trust gap.<\/p>\n\n\n\n<p>\u201cIt was a crawl, walk, run approach. We worked with our clinical leadership and our compliance teams, and showed them the technology. And we started with a very small group on a single use case \u2014 because it&#8217;s really important, especially in healthcare, that when you deploy technology, it&#8217;s not just coming from a technologist.\u201d&nbsp;<\/p>\n\n\n\n<p>Waddell added that it\u2019s critical for users to have somebody who thinks like them and has the same goals to be there to champion it. \u201cIT leaders could really know this technology is great,\u201d he said. \u201cWe know it can have an impact. But get with your end users and get their buy-in early. Because then they feel involved and they feel excited about the opportunity.\u201d&nbsp;<\/p>\n\n\n\n<p>The CTO of Saltbox Management also stressed the importance of by-the-book testing and a secure roll-out process.<\/p>\n\n\n\n<p>\u201cA lot of it comes down to making sure you go through the right testing cycles,\u201d Shane Smyth shared. \u201cMaking sure that we&#8217;re rolling this out in a secure manner, but also tested as well.\u201d&nbsp;<\/p>\n\n\n\n<p>\u201cTrust and adoption comes down to the release cycle,\u201d Smyth continued. \u201cGo through a pilot MVP, gain adoption, make sure the outputs are going to drive value for the customers with the right use cases that are going to drive that value. If you put those pieces together with the kind of testing framework, you can really start to build that trust with your users when it comes to the <a href=\"https:\/\/www.salesforce.com\/agentforce\/what-are-ai-agents\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">AI agents<\/a>.\u201d<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-closing-the-gap-through-education\"><strong>Closing the gap through education<\/strong><\/h2>\n\n\n\n<p>Kelly Bentubo, Director of Architecture at Alpine Intel, emphasized the importance of hands on and other types of AI education to help close the gap.&nbsp;<\/p>\n\n\n\n<p>\u201cAs leaders in development and IT, we can really work to build that trust with output from generative AI, of course by testing, but really getting hands on,\u201d Bentubo said at TDX. \u201cA lot of times folks are uncomfortable with change because they don&#8217;t know what&#8217;s involved.\u201d&nbsp;<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>When you get under the hood of Agentforce, you&#8217;ll see that it is simply doing everything that you&#8217;ve given it access to do.<\/p>\n<cite>Kelly Bentubo, Director of Architecture at Alpine Intel<\/cite><\/blockquote>\n\n\n\n<p>\u201cWhen you get under the hood of Agentforce, you&#8217;ll see that it is simply doing everything that you&#8217;ve given it access to do,\u201d she said. \u201cThe more we talk about it and take something that&#8217;s maybe more fear-based, the more we can alleviate those concerns.\u201d<\/p>\n\n\n\n<p>Dan O&#8217;Leary, Senior Director of Partnerships at Box, advocated for <a href=\"https:\/\/trailhead.salesforce.com\" target=\"_blank\" rel=\"noreferrer noopener\">Trailhead<\/a> and the Agentforce trailmixes as ways to get hands on.<\/p>\n\n\n\n<p>\u201cI&#8217;ve had a lot of really good experience on Trailhead learning about Agentforce,\u201d O\u2019Leary said. His advice for others? \u201cGo earn some badges, take some classes, get involved \u2014 but then also make that trailmix accessible to your team, come to <a href=\"https:\/\/www.salesforce.com\/tdx\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">TDX<\/a> and other <a href=\"https:\/\/www.salesforce.com\/events\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">events<\/a>, and really take the time to get to learn about it.&#8221;<\/p>\n\n\n\n<aside class=\"contextual-driver has-text-align-left contextual-driver--curious-einstein\">\n\t<header class=\"tidbit-header\">\n\t\t<h2 class=\"tidbit-head\">\n\t\t\tHow Is Agentic AI Impacting Critical Thinking?\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\/agentic-ai-critical-thinking-impact\/\" target=\"_blank\">\n\t\t\t\t<span>Find out<\/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-curious-einstein\"\n\t\tsrcset=\"\n\t\t\thttps:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-curious-einstein-large@0.5x.png 84w,\n\t\t\thttps:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-curious-einstein-large@1x.png 168w,\n\t\t\thttps:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-curious-einstein-large@2x.png 336w\n\t\t\"\n\t\tsrc=\"https:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-curious-einstein-large@1x.png\"\n\t\talt=\"Illustration of curious-einstein\"\n\t\tsizes=\"(min-width:1024px) 175px, 130px\"\n\t>\n\t<\/aside>\n\n\n\n\n<p>Bentubo followed that up by reinforcing the power of the Salesforce community. \u201cI do think that my best recommendation is to get involved, to test it out,\u201d she said. \u201cSalesforce has an amazing platform in Trailhead where they&#8217;ve really democratized the ability to learn.\u201d&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-closing-the-gap-to-unleash-digital-labor\"><strong>Closing the gap to unleash digital labor<\/strong><\/h2>\n\n\n\n<p>The emergence of agentic AI presents a paradigm shift, yet its integration is fraught with industry-specific challenges and potential operational disruptions. Addressing these concerns necessitates a strategic approach that moves beyond superficial reassurance.<\/p>\n\n\n\n<p>Forward-thinking CIOs are prioritizing rigorous pilot programs, robust security frameworks, and transparent communication strategies.&nbsp;<\/p>\n\n\n\n<p>This involves not only educating stakeholders on AI capabilities and limitations but also fostering a culture of experimentation within controlled environments. By focusing on data governance, algorithmic explainability, and measurable ROI, enterprises can mitigate risk and unlock the transformative potential of AI agents, ensuring sustainable and responsible adoption.<\/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, 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=300&amp;h=169 300w, 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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\/86362\/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\"><strong>Go deeper:<\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Discover how CIOs can <a href=\"https:\/\/www.salesforce.com\/news\/stories\/agentforce-addresses-agentic-ai-painpoints\/\" target=\"_blank\" rel=\"noreferrer noopener\">overcome hurdles around agentic AI<\/a>&nbsp;<\/li>\n\n\n\n<li>Explore Salesforce\u2019s <a href=\"https:\/\/www.salesforce.com\/news\/stories\/trusted-ai-impact-report-announcement\/\" target=\"_blank\" rel=\"noreferrer noopener\">roadmap to achieving a trusted AI ecosystem<\/a>&nbsp;<\/li>\n\n\n\n<li>Read about Salesforce being named to the <a href=\"https:\/\/www.salesforce.com\/news\/stories\/most-ethical-companies-2025\/\" target=\"_blank\" rel=\"noreferrer noopener\">world\u2019s most ethical companies<\/a> for a 16th year<\/li>\n\n\n\n<li>Explore <a href=\"https:\/\/salesforce.vidyard.com\/watch\/Z27c1UaarLVJtmtpyi634b?\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">how to test agents<\/a>&nbsp;<\/li>\n\n\n\n<li>Learn more about <a href=\"https:\/\/www.salesforce.com\/platform\/deployment-environment\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">testing and deployment on the Salesforce Platform<\/a><\/li>\n\n\n\n<li>Join the new <a href=\"https:\/\/trailhead.salesforce.com\/trailblazer-community\/groups\/0F94V0000002E89?tab=members&amp;sort=LAST_MODIFIED_DATE_DESC&amp;_ga=2.130354124.234420497.1731940103-1913714606.1731871832\" target=\"_blank\" rel=\"noreferrer noopener\">Agentblazer<\/a> and <a href=\"https:\/\/trailhead.salesforce.com\/trailblazer-community\/groups\/0F94V000000DYhhSAG?tab=discussion\" target=\"_blank\" rel=\"noreferrer noopener\">Datablazer<\/a> communities<\/li>\n\n\n\n<li>See how teams can test <a href=\"https:\/\/salesforce.vidyard.com\/watch\/CFT7F56qwnNHeKAa95EnPc?\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Agentforce in Sandboxes<\/a> and deploy to production<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>A silent standoff is brewing in the corporate world. While executives champion the efficiencies of agentic AI, a wave of employee skepticism threatens to derail its rollout. Nearly two-thirds of C-suite executives say trust in AI drives revenue, competitiveness, and customer success. However, more than half of workers say it\u2019s difficult to find trusted AI [&hellip;]<\/p>\n","protected":false},"author":0,"featured_media":86367,"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":[1730],"sf_theme":[1916],"sf_topic":[20528,1737,19141,1732,1723],"sf_product":[],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[1798],"sf_collection":[],"sf_visibility":[],"coauthors":[],"class_list":["post-86362","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","sf_content_type-feature-stories","sf_theme-artificial-intelligence","sf_topic-agents","sf_topic-artificial-intelligence","sf_topic-enterprise-ai","sf_topic-future-of-work","sf_topic-trust","sf_location-global"],"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>Salesforce Customers on Closing the Agentic AI Trust Gap. - Salesforce<\/title>\n<meta name=\"description\" content=\"A silent standoff is brewing in the corporate world. While executives champion the efficiencies of agentic AI, a wave of employee skepticism threatens to\" \/>\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\/news\/stories\/closing-the-agentic-ai-trust-gap\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Leaders Race to Bridge &#039;AI Trust Gap&#039; for Wary Employees\" \/>\n<meta property=\"og:description\" content=\"A silent standoff is brewing in the corporate world. 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