Salesforce has introduced Koa, its first customer relationship management (CRM) reasoning model for the Agentforce platform, created in partnership with Nvidia.
Built using Nvidia’s Nemotron technology, Koa is designed to help agents navigate complex, multi-step workflows by mirroring the operational knowledge that businesses have developed during 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.
Salesforce said that no customer data was used in the model’s training. Instead, synthetic cases simulated decision-making and workflow tasks across more than 14 sectors, including manufacturing, healthcare, financial services, and travel.
The company conducted this training utilising supervised fine-tuning and reinforcement learning with Group Relative Policy Optimization, supported by Nvidia NeMo RL, NeMo Gym, and NeMo AutoModel.
During Salesforce’s internal CRM benchmark assessments, real-world applications such as updating opportunities, routing cases, and scheduling follow-ups were tested.
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.
Salesforce retains full control over the model’s parameters and carries out all post-training and inference activities within its own infrastructure, seeking to maintain a secure trust boundary for customer operations.
The company also announced it would bring Nemotron-based models and accelerated computing technology to Missionforce. This move aims to extend similar security and control to government and regulated organisations through deployments in private and air-gapped environments.
Salesforce chair and CEO Marc Benioff said: “The most valuable thing Salesforce has built isn’t our platform — it’s the accumulated knowledge of how enterprise business actually works.
“With Koa, the knowledge is put inside the model itself. We trained a reasoning engine that understands the structure of a deal, the lifecycle of a service case, and the workflows that vary across industries. That’s a different kind of intelligence, and it runs entirely inside your trust boundary.”
Koa is already in operational use within Salesforce, powering an agent in Slack to help employees complete various tasks.
Pilot programmes are set to begin in October with organisations such as Formula 1, UChicago Medicine, Baxter Credit Union, 1-800Accountant, Engine, and Xero.
Salesforce expects Koa to become generally available in US regions by winter 2026.
Nvidia founder and CEO Jensen Huang said: “AI is creating a much larger opportunity for software. Every company needs useful AI, tailored to its knowledge, expertise, and work.
“Nvidia Nemotron open models give Salesforce the foundation to turn decades of enterprise expertise into specialised AI with Koa, creating a CRM model that can reason and securely take action.”
In June 2026, Salesforce reached an agreement to acquire Fin, previously known as Intercom, for around $3.6bn. Earlier this month, Salesforce completed the acquisition.
