Salesforce Says AI Should Be a Partner

Salesforce Says AI Should Be a Partner, Not Just a Tool

As AI continues to evolve rapidly, Salesforce’s chief ethical and humane use officer, Paula Goldman, urged businesses to rethink how they integrate AI in the workplace. According to Goldman, we are at a pivotal moment where AI should be seen as a partner rather than merely a tool.

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Goldman emphasized the concept of agentic AI, which refers to AI systems that can act independently to achieve goals or make decisions on behalf of the company. However, with this autonomy comes the need for proper safeguards to prevent issues like bias and misinformation, especially considering AI’s tendency to generate “hallucinations” or inaccurate outputs.

One powerful example Goldman provided was during a company board meeting where AI identified bias in real-time. The AI flagged a pattern that participants either didn’t notice or were hesitant to address, leading to richer discussions and better decision-making.

She also cited a healthcare scenario where a nurse used AI during patient intake. The AI collected information through questions and answers, freeing up the nurse to focus on the patient’s body language and emotional cues, enhancing the human element of care.

Goldman concluded by saying that the future of AI depends on how businesses choose to leverage it. “To make AI work for our businesses, we have to make sure it works for the people our businesses serve and the people our businesses employ,” she said.

In short, AI should act as a collaborative partner, enhancing human judgment and decision-making while staying within ethical boundaries.