Companies are choosing which tasks to delegate to AI agents and avoiding mistakes when creating AI use cases. Salesforce's Chief Ethical and Humane Use Officer describes her team’s decision-making process and offers detailed advice.

Companies are rapidly designing and adopting enterprise AI use cases, often outpacing their testing capacity. Paula Goldman leads Salesforce's efforts to develop a framework for building and deploying trustworthy AI and data technologies. Her book Manage the Machine explores AI use cases across a variety of industries.

Key points:

Designing effective AI use cases requires understanding the impact of technology on processes, people, and governance.
Brands such as IKEA, Clorox, and Oreo offer instructive lessons on how to design use cases and the obstacles that can arise.
As AI agents improve and proliferate, we must address their impact on employees and the talent pipeline.

Agents now perform more actions daily than any manager can review on their own, leaving executives to decide which work an agent should handle and where leadership is needed, often before evidence is available. Paula Goldman, Salesforce's first Chief Ethical and Humane Use Officer and EVP of Product, oversees the company's efforts to design frameworks for AI ethics and governance.

CXOTalk episode 931 examines how to build AI use cases that work, the subject of her book Manage the Machine.

What we will cover:

How to build great AI use cases
The measures that show whether a use case is working and what tends to break when moving from a pilot to production.
How usage pricing changes where a company places the handoff to a person and whether it rewards poor design.
How the concept of "human at the helm" can guide interactions between people and AI.
The challenges of governance to drive ethical AI
What happens to the talent pipeline when agents absorb entry-level work.
Advice for product designers, CIOs, and CEOs.

Episode Participants

Paula Goldman is Salesforce’s first-ever Chief Ethical and Humane Use Officer and an EVP of Product. She is a leading figure in designing trustworthy AI and enabling human-AI collaboration for transformative outcomes.

Michael Krigsman is a globally recognized analyst, strategic advisor, and industry commentator known for his deep expertise in business transformation, innovation, and AI leadership.

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Salesforce’s Chief Ethical and Humane Use Officer: How to Build Great AI Use Cases