Skie, now a Bluprintx company, Co-Founder and Managing Director, Adam Troughear
There’s no denying we’re in a new era of enterprise technology. Salesforce’s latest Artificial Intelligence advancements, like Agentforce, are reshaping what’s possible in customer experience and from your technology stack.
But amid the excitement, a quiet truth is emerging, while the tech is smarter, the real differentiator is becoming softer.
At Skie, now proudly a Bluprintx company, we’ve delivered hundreds of Salesforce solutions. We’ve seen the shift firsthand: from automation to intelligence. And while Salesforce AI tools like Agentforce are incredibly capable, they still rely on one thing above all else: human context.
There’s a growing assumption that to get value from AI, we must invest in technical skills; double down on logic-based skills, such as coding, scripting, and automating processes. While those are still important, unless you’re actually building something from scratch, when trying to extract value from embedded AI, they’re no longer the scarce skill in this new era.
Declarative Salesforce tools are more powerful than ever. The real value lies in soft skills. The ability to interpret, translate, and prompt, because to get the most out of AI, you need to guide it with empathy, clarity, and purpose.
It’s not about typing the “right” prompt. It’s about understanding what the customer really needs — and what the business wants AI to do on its behalf.
Agentforce is amazing. But it’s only as good as the guardrails you define & the data you feed it.
If you’ve played with Salesforce’s Agentforce, you’ll know how powerful it can be. It blends data, logic and natural language to serve customers in real time. But for a truly contextual and ‘unique-to-your-business’ experience, it’s not a plug-and-play magic wand. It needs shaping. The best agents don’t just answer questions. They reflect a brand. They show restraint when it matters. They lean on verified knowledge. That doesn’t come from the out-of-the-box configuration, it comes from deep business understanding. It comes from translating that deep business understanding into language that prompts AI to be that brand reflection.
What we must learn to do is to elevate our language. That’s where our team adds value. That’s where I believe the future of professional services lays in the AI age. AI doesn’t remove or lessen the need for empathy, consulting and business alignment. It amplifies the need for it. When you train an AI, you’re teaching it to speak for you. That’s not just a technical task – it’s a strategic, human one.
Because in the end, AI doesn’t replace soft skills. It rewards them.
See here for more on how Bluprintx unleashes enterprise possibilities with Salesforce