Most support teams think they're AI-fluent.

Zapier's new rubric says otherwise.

They just published an AI fluency framework for support, and it's the clearest bar I've seen for measuring where your team actually stands.

Four levels:

🔴 𝗨𝗻𝗮𝗰𝗰𝗲𝗽𝘁𝗮𝗯𝗹𝗲: "AI is a slightly faster Google, nothing more."

🟡 𝗖𝗮𝗽𝗮𝗯𝗹𝗲: "I use AI to operate at a meaningfully higher level."

🔵 𝗔𝗱𝗼𝗽𝘁𝗶𝘃𝗲: "I orchestrate AI and build systems that elevate how I work."

🟣 𝗧𝗿𝗮𝗻𝘀𝗳𝗼𝗿𝗺𝗮𝘁𝗶𝘃𝗲: "I re-engineer how work happens."

That last one is the bar. Not just faster work. Different work. Categories of tasks that no longer exist or run without human involvement.

Most teams I talk to are somewhere between Unacceptable and Capable. Using AI for drafts and lookups, but not changing how work actually gets done.

And here's the part managers need to hear: a leader who's personally AI-fluent but whose team is still doing things the old way doesn't meet Zapier's bar. You have to prove you've led your team there too.

This is exactly why I just opened a new role focused on internal AI enablement. Not customer-facing AI. Internal. Helping my team level up, build workflows, and move from Capable to Transformative.

More on that this week.

Where does your team fall on this rubric? 👇