Salesforce and NVIDIA Unveil AI-Powered CRM Model 'Koa'

Salesforce and NVIDIA have collaborated on a new CRM (customer relationship management) domain-specific reasoning model, dubbed Koa. This model is designed to enhance customer service and sales tasks for Agentforce users.

Koa was built using NVIDIA's Nemotron technology, which combines the knowledge gained from 27 years of product development in CRM with synthetic data sets modeled on enterprise workflows from various industries, including manufacturing, financial services, healthcare, and travel. The training corpus is based on over 14 industries and includes scenarios that simulate real-world business processes.

Salesforce's President and Chief Platform and Engineering Officer, Rohan Kumar, stated that Koa was created to augment the existing CRM model by making it more specific to the tasks at hand. He added that post-training the model using Supervised Fine-Tuning (SFT) and reinforcement learning resulted in a significant improvement.

Koa has already demonstrated impressive performance in Salesforce's internal benchmarks, outperforming leading models with three times fewer errors. The company is set to make Koa generally available for Agentforce users in the US regions by winter 2026. Additionally, Salesforce announced that several customers are currently piloting the use of Koa, including 1-800Accountant, Baxter Credit Union, Engine, Formula 1, UChicago Medicine, and Xero.