Salesforce unveils Koa CRM reasoning model on NVIDIA

Salesforce has unveiled Koa, its first CRM reasoning model, built on NVIDIA Nemotron 3 Super.

The launch was announced on stage at Dreamforce by NVIDIA Founder and Chief Executive Officer Jensen Huang and Salesforce Chief Executive Officer Marc Benioff.

Koa was developed by post-training NVIDIA Nemotron 3 Super on a proprietary synthetic dataset drawn from nearly three decades of enterprise CRM deployments. Salesforce said it used supervised fine-tuning and reinforcement learning with NVIDIA NeMo RL, NeMo Gym and NeMo AutoModel.

The training corpus spans synthetic enterprise scenarios across more than 14 industries, including manufacturing, financial services, healthcare and travel. The model is designed for CRM tasks such as updating an opportunity, routing a case and scheduling a follow-up.

Because NVIDIA Nemotron is open, Salesforce said it was able to fine-tune and run the model within its own infrastructure. It added that it controls the model weights, runs the model on Salesforce systems and does not use customer data during training or inference.

Rohan Kumar, President of Platform and Engineering at Salesforce, underscored that point during the launch: "Not a single byte of customer data was used."

Salesforce also released benchmark claims for the model. In CRM Bench, which measures real-world CRM tasks, Koa matches or exceeds leading model performance on CRM actions with three times fewer errors, according to Salesforce.

Safety focus

During the discussion, Benioff asked Huang about AI safety. Huang described it as a matter of engineering discipline and release standards.

"Safety is paramount in a lot of ways. It's job one," said Jensen Huang, Founder and Chief Executive Officer of NVIDIA.

"However, safety is an engineering problem. We're developing computing systems after all ... If you build a product or a service and you're not confident in its functionality, capability or safety, then don't release it," Huang said.

He also argued that speed and caution do not have to conflict. "Innovation, speed and safe products - it's a false choice," Huang said.

"You could definitely have both at the same time. So run as fast as you can. But if you feel at any given point in time the company's out of control, or the product's not going to be safe, take a pause and make sure you get it right," he said.

Open model trend

Huang used the appearance to argue that businesses are increasingly building their own AI systems rather than relying solely on closed models. He said open models have gained share over the past year as software groups and large organisations seek more control over how AI is deployed.

"People are both adopting closed models at exponential rates, but also building their own custom AIs - because every single software company is an AI company, and every single enterprise is going to be an agentic and AI enterprise," Huang said.

He also outlined a broader view of AI as the next layer of infrastructure. "With electricity, we could power everything," Huang said.

"With the internet, you can find anything. And now, with artificial intelligence as an infrastructure layer across the planet, we can know everything and do anything," he said.

Huang rejected the idea that AI would shrink the software sector or broadly displace jobs. Instead, he linked the technology to higher productivity and greater ambition inside companies.

"As a result of our ambition, and with the productivity boost we get from AI, the sky's the limit," Huang said.

"Engage AI. Don't get left behind," he said.

He added that the shift would extend beyond technology suppliers. "Every company, every enterprise, every country would become an AI company," Huang said.

"It's going to be an agentic enterprise," he said.

Salesforce said Koa is already being used internally in an employee agent in Slack. It is now moving into customer pilots as a customer-selectable model in Agentforce with Formula 1, UChicago Medicine, Baxter Credit Union, 1-800Accountant, Engine and Xero.

NVIDIA also uses Salesforce across sales, service, marketing and operations, and is piloting Agentforce for customer-support workflows. On stage, Benioff linked the model launch to the company's broader customer and developer base.

"The sky is especially the limit for our Trailblazers," said Marc Benioff, Chief Executive Officer of Salesforce.

"I think this technology, the way it empowers people ... the technology can partner with them to do this in incredible new ways," he said.