AI Fluency
From Wade Foster of Zapier.
AI Maturity Matrix
| ROLE | UNACCEPTABLE | CAPABLE | ADOPTIVE | TRANSFORMATIVE |
|---|---|---|---|---|
| ENGINEERING | Calls AI coding assistants 'too risky' Has never tested AI-generated code Relies only on Stack Overflow snippets |
Uses ChatGPT/Copilot/etc for simple coding tasks (ex: regex, unit-test stubs) Can explain how they prompt, review, and validate AI output |
Chains LLM calls with fallback + retry logic Adds eval tests to flag hallucinations Knows Claude Code, Cursor, Windsurf, etc Can walk interviewers through prompt tweaks, token limits, code-review, etc |
Ships LLM-powered features, monitors live metrics, and refines based on user feedback Builds an AI-first dev pipeline (guardrails, RAG docs, etc) that cuts down PR cycle time |
| PRODUCT | Dismisses AI as hype, showing no curiosity about user value PRDs and prototypes lack any AI concepts or experiments |
Uses ChatGPT to draft PRDs, story maps, and synthesize user-interview notes Knows basics (LLMs, embeddings, latency vs. cost) and can share example prompt patterns |
Ships an AI-powered feature with a clear "human-in-the-loop" check Chooses models based on accuracy, latency, throughput, and context-window constraints Demonstrates ROI (ex: cut time-to-insight from 5 days down to 3) |
Builds/drives product strategy & org-wide AI roadmap through eval-first product development Launches a proprietary fine-tuned LLM feature that opens up a new pricing tier |
| SUPPORT | Refuses to use AI for support workflows Has zero automation skills (no rules, macros, bots, etc) Manually handles every ticket |
Summarizes tickets with ChatGPT and cites faster context shifts Knows and follows Security / TSO approval flow before trying new tools |
Builds Zapier workflows that triage queues and auto-tag CRM records Tracks CX metrics, refines prompts when AI misreads tone, keeps living doc of what works |
Rolls out an org-wide AI triage bot that cuts first-response time by 25% Creates & presents ROI dashboards, balancing cost vs. customer experience in quarterly planning |
| PEOPLE / HR | Distrusts all AI hiring tools Screens each resume one-by-one Relies on manual scheduling and candidate follow-ups |
Drafts interview guides & summarizes panels with ChatGPT, saving 2-ish hours/week Can explain privacy limits (ex: no PII in public models) |
Automates onboarding docs; runs LLM resume-screen with bias checks, yielding 3× faster shortlists Measures time-to-hire gains and refines prompts for under-represented talent pools |
Revamps recruiting funnel with AI to shorten time-to-hire by 30% Trains HRBPs on safe AI and shapes company policy on ethical hiring AI |
| MARKETING | Runs campaigns without AI-driven A/B tests or content variants Ignores AI tools for analytics, personalization, or audience insights |
Uses AI to summarize customer stories Drafts first drafts of social posts and headlines with AI, then edits by hand |
Runs a basic AI stack and A/B-tests copy to increase CTR by 30% Audits biased language and optimizes prompt libraries |
Builds an AI-driven campaign engine to personalize content at scale Leads quarterly AI trainings, sets tooling roadmap, and speaks at industry events on AI-powered growth |