Salesforce Releases AI Fluency Playbook for Agentic Enterprises

Today, Salesforce published its AI Fluency Playbook, a practical guide for businesses to prepare their workforce to confidently collaborate with AI to give employees agents and drive business impact at speed and scale.

Why it matters: As companies look to become an Agentic Enterprise, success will depend on their workforce’s ability to harness and apply agentic AI in their daily work. Businesses that build AI fluent workforces will drive greater growth and position themselves to attract top talent and become a best place to work. And it’s not just businesses that benefit — employees who use AI daily report 64% higher productivity, 58% better focus, and 81% greater job satisfaction.

Go deeper: The AI Fluency Playbook is built from Salesforce’s own experience deploying AI agents as Customer Zero for Agentforce. Today, Salesforce employees are collaborating with agents, and 85% say they feel confident using AI tools to drive productivity in their daily work — a 16% increase year over year. The results are clear: In just one year, Agentforce in Slack saved employees over 500,000 hours, Engagement Agent worked over 190,000 leads with the sales team, and Service Agent handled over 2 million support requests for the customer service team.

Today is all about learning agility — human skills like learning, adaptability, communication, and critical thinking are so important for the era of agentic AI.
Ali Bebo, Chief Human Resources Officer at Pearson

Agents are unlocking possibilities for every worker by automating mundane tasks and augmenting employee potential. But to truly enhance daily work and drive better business outcomes, employees need the knowledge, skills, and tools to collaborate successfully with AI agents. Organizations can build this AI fluency in three ways:

AI Engagement: Enhance employee sentiment and confidence around AI.
AI Activation: Drive consistent adoption in employees’ daily work.
AI Expertise: Build proficiency of human, agentic, and business skills that drive successful human + agent adoption.

What they’re saying: “When we get AI fluency right, AI moves from a technology innovation into a workforce advantage — it’s the difference between deploying tools and actually changing how work gets done,” said Nathalie Scardino, President and Chief People Officer at Salesforce. “When AI is used proficiently, it not only delivers better business outcomes, it increases employee agency, giving people more control over how they work, decide, and create value.”

What customers are saying: “We’re focused on the most important skills that are needed for today and for the future,” said Ali Bebo, Chief Human Resources Officer at Pearson. “Today is all about learning agility — human skills like learning, adaptability, communication, and critical thinking are so important for the era of agentic AI.”