Salesforce‘s new Agentic Maturity Model provides businesses with a strategic roadmap for implementing increasingly autonomous AI systems. As organizations navigate the transition from basic chatbots to fully orchestrated multi-agent systems, this framework offers a structured approach to scaling AI capabilities. The model addresses a critical need, as most business leaders recognize AI’s transformative potential but struggle with practical implementation strategies.
The big picture: Salesforce has developed a comprehensive blueprint to guide businesses through different stages of AI agent implementation, from basic chatbots to sophisticated multi-agent systems that can work collaboratively with humans.
Key details: The Agentic Maturity Model outlines five progressive levels of AI implementation that companies can advance through methodically.
- Level 1 focuses on chatbots and co-pilots, representing entry-level AI implementation.
- Level 2 advances to information retrieval agents with improved capabilities.
- Level 3 involves simple orchestration within a single domain.
- Level 4 encompasses complex orchestration across multiple domains.
- Level 5 represents the most advanced stage with full multi-agent orchestration and interoperability.
Why this matters: While 84% of CIOs believe AI will have internet-level significance for businesses, many organizations lack clear strategies for effectively deploying and scaling AI agents.
What they’re saying: “While agents can be deployed quickly, scaling them effectively across the business requires a thoughtful, phased approach,” explained Shibani Ahuja, Salesforce’s senior vice president of enterprise IT strategy.
- Ahuja emphasized that “understanding the progression of AI agent capabilities is crucial for long-term success and this framework provides a clear roadmap to help organizations move toward higher levels of AI maturity.”
- She further noted that “organizations must look beyond the technology and consider the broader organizational impact,” including data readiness, security, and workforce collaboration.
Practical guidance: The model provides specific recommendations for businesses looking to advance through each maturity level.
- To progress from level 0 to 1, companies should identify chatbot limitations and explore opportunities to improve outcomes with reasoning capabilities.
- Advancing from level 1 to 2 requires establishing broad governance frameworks with testing methods and allowing AI agents to autonomously perform tasks.
Real-world application: Insurance provider Alpine Intel and educational material publisher Wiley are already implementing Salesforce’s framework to enhance their AI capabilities.
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