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.

Salesforce announced Koa, a custom AI model trained on decades of business data, alongside new tools like AIforce and Claudeforce that let companies use Salesforce data without leaving their own systems. The move reflects a broader shift where enterprise software companies are building proprietary AI models rather than relying on third-party vendors to avoid losing control of sensitive business intelligence.

• Koa matches or exceeds leading models on CRM tasks with 3x fewer errors by focusing narrowly on business operations instead of general knowledge
• Salesforce released three new AI products: AIforce (natural language interface for Salesforce), Claudeforce (Claude integration with 37 pre-built sales skills), and Headless 360 (API access to Salesforce data from any platform)
• Companies like Salesforce, Crowdstrike, and Thomson Reuters are building custom models using open-source foundations (like Nvidia's Nemotron) rather than becoming AI labs themselves, balancing the need for proprietary intelligence with avoiding massive R&D costs