Salesforce debuts Koa, a specialized model built to reason about CRM data

Salesforce Inc. announced at Dreamforce that it has partnered with Nvidia to release Koa, a specialized AI model for customer relationship management (CRM) data reasoning. Koa, based on Nvidia's Nemotron architecture, is designed to handle complex, multi-step tasks within Salesforce's Agentforce platform. The model was trained using Salesforce's synthetic dataset generated from 30 years of CRM deployment experiences, avoiding the use of actual customer data.

Salesforce employs supervised fine-tuning, reinforcement learning, and "group relative policy optimization" to train Koa for accurate multistep tool calls. Early pilot tests show Koa matching or exceeding general-purpose models' performance on CRM tasks with fewer errors. Koa will help enterprises automate long, complex processes, such as routing support cases and updating sales opportunities.

Currently, Koa is available to select customers through an expanded pilot program within Agentforce, with general availability planned for winter. In October, Salesforce will roll out Nvidia's Nemotron models for Missionforce Operations, providing "mission-specific intelligence" for regulated sectors.