Although artificial intelligence is widely perceived as a looming threat to the livelihoods of humans, it also possesses the capacity to be a transformative superpower that amplifies human potential in the workplace. Those who proactively learn to work alongside AI may be better positioned for career advancement and success in the long term.
The adoption of AI equips professionals with personalized tools to excel in their jobs like never before. By automating routine tasks, processing vast amounts of data and offering tailored insights, this fast-emerging technology frees up workers’ time to commit to high-level, strategic and innovative projects.
Additionally, it allows employees to tackle complex challenges with unprecedented speed. This increased efficiency can help workers accomplish more in less time, giving them an edge over competitors.
In a 2024 poll conducted by Insight and The Harris Poll, 75% of employees expressed their belief that AI will enable their employers to remain competitive. A comparable percentage indicated that they expect AI to enhance their own productivity in the workplace.
Moreover, AI’s ability to analyze vast amounts of data and provide insights can empower workers to make better-informed decisions.
As AI technology continues to advance, its ability to provide personalized support will become an increasingly valuable asset for workers across various industries.
Augmented Employees
By leveraging generative AI, companies can provide their workforce with on-demand, role-specific support that adapts to individual needs, learning styles and work preferences. It can transform how organizations approach employee development, task automation and problem-solving, ultimately leading to more agile, skilled and satisfied workers.
Salesforce is gearing up for the debut of Agentforce, its newest AI platform, referred to by CEO Marc Benioff as a “quantum leap” for AI, fundamentally redefining how organizations enhance their operations. It will be unveiled at the cloud-based software company’s annual Dreamforce conference in San Francisco on September 17 through September 19, driving the message: “Humans with agents drive customer success together,” Benioff said in a recent earnings call.
“And it’s going to radically extend our companies, and it’s going to augment our employees, make us more productive,” he added.
The platform seeks to go beyond simple predictive and GenAI by allowing businesses to personalize custom agents to their specific needs and incorporate them into business operations. Unlike conventional chatbots, these AI agents can comprehend context, learn from their interactions and make informed decisions.
Built on the Einstein 1 Platform, these intelligent systems can autonomously handle customer inquiries by leveraging advanced machine learning and large language models. They can anchor their responses in a company’s trusted business data, including customer relationship management information, to ensure relevance and accuracy. Moreover, these AI agents are engineered to manage diverse tasks without relying on pre-set scripts. They can be tailored to particular industries and use cases.
Additionally, Agentforce offers real-time coaching and support, enabling employees to enhance their skills and performance.
“Like Keanu Reeves mastering kung fu in The Matrix, employees augmented with AI can develop new skill sets, such as a customer support rep growing in their career to learn how to sell and become a brand advocate, engaging more deeply with customers,” said Clara Shih, CEO of Salesforce AI, in an interview with me.
It can also boost employee performance by managing repetitive tasks that often lead to worker burnout.
While the platform operates as an independent technology, Shih stated that humans will still play a vital role. “Agentforce puts humans at the helm, allowing sales, service and marketing teams to supervise agents both during the agent-building process and once they’ve been deployed, ensuring agents operate within safe guardrails every step of the way. Guardrails are crucial because they prevent agents from acting beyond their scope,” she added.
Human judgment remains essential for making complex and nuanced decisions. “Humans are not going anywhere; they are crucial for reviewing escalations, making final decisions, and closing business deals. Salesforce is ensuring that humans supervise and are empowered by autonomous AI agents to drive customer success and business results while doing the best work of their careers,” said Shih.
Source: Forbes
