Salesforce Unveils AI-Powered CRM Model, Koa

Salesforce has unveiled Koa, its first customer relationship management (CRM) reasoning model, developed in partnership with Nvidia. Built using Nvidia's Nemotron technology, Koa is designed to help agents navigate complex workflows by mirroring operational knowledge accumulated over decades of CRM use.

The development of Koa involved post-training the Nvidia Nemotron 3 Super using a synthetic dataset derived from scenarios modelled on over 27 years of Salesforce's enterprise CRM experience. This training utilised supervised fine-tuning and reinforcement learning with Group Relative Policy Optimization, supported by Nvidia NeMo RL, NeMo Gym, and NeMo AutoModel.

Salesforce conducted internal CRM benchmark assessments, testing real-world applications such as updating opportunities, routing cases, and scheduling follow-ups. In these trials, Koa matched or surpassed the performance of leading models for CRM tasks, with reported error rates three times lower, the company said.