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Salesforce built Koa, a reasoning model on Nvidia's Nemotron that's designed to handle complex CRM workflows like case routing and lead qualification. The company claims it outperforms general-purpose models on CRM tasks with three times fewer errors, though it hasn't published the benchmark or named competitors.
- Koa was trained entirely on synthetic data simulating 30 years of Salesforce's internal CRM deployments across 14 industries, not customer data.
- The model uses supervised fine-tuning combined with reinforcement learning and group relative policy optimization to handle multistep tool execution.
- General availability is set for winter 2024, with 1-800Accountant as the launch pilot customer.