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Workday Rising - Dow wants to adopt agentic AI, but Flex Credits are a barrier

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Workday Rising is in full swing in Las Vegas this week, as the company Workday sets out its agentic stall to re-imagine work. But for one customer, Flex Credits is proving a significant barrier to deploying agents, one requiring a debate between IT and HR over who’s responsible for governance and funding.

Manufacturer Dow is on Workday’s Universal Master Service Agreement (MSA), and is using agentic capabilities in service delivery in many countries, for example for front-end HR queries. But in its Workday tenant, while it is using a fair amount of AI, it hasn’t activated any agents yet. The business definitely plans to deploy agents, but one of the reasons that it has paused them for now is around the Flex Credit proposition.

This shifts payment for the technology from charging per-user seat license to paying for the work AI carries out. Flex Credit is a new model that...

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