Salesforce, self-develops customer management AI model…utilizes Nvidia's open-source AI

Salesforce, self-develops customer management AI model…utilizes Nvidia's open-source AI

Built without using customer data…also partnered with Anthropic to unveil 'ClaudeForce'

Salesforce, the world's largest customer relationship management (CRM) software company, has self-developed an artificial intelligence (AI) model using an open-source model.

On the 15th (local time), at its annual 'Dreamforce' conference held at the Moscone Center in San Francisco, USA, Salesforce unveiled 'Koa', a CRM-specialized inference model developed in collaboration with Nvidia.

The advantage of using Koa, which is based on Nvidia's open-source model 'Nemotron-3 Super', is that, unlike when using a general-purpose closed-source AI model, there is no concern about a company's internal information flowing to the AI company.

Salesforce explained that since it was developed with CRM-related business knowledge, its understanding of practical context is superior to general-purpose models.

It possesses inference performance that helps with various multi-step tasks, such as closing large deals with customers or handling customer complaints.

Rohan Kumar, Salesforce's Chief Platform and Engineering Officer, self-assessed, "Koa, built on Nemotron by combining Salesforce's 27 years of CRM expertise and 10 years of research capabilities, will be a game-changer for innovation."

Kumar emphasized that this model was trained 100% on virtual business scenarios and did not use a single byte of actual customer data.

In Salesforce's own evaluation, Koa's errors in performing sales and service tasks were one-third of existing models.

Salesforce also introduced 'AIforce' on this day, which allows users to utilize Salesforce's functions in messengers or AI chatbots used for daily work without logging into its website.

Using this, you can get an immediate answer by asking a question directly in tools like Slack or Claude, without needing to open a separate Salesforce screen.

Scott White, General Manager of Enterprise Products at Anthropic, introduced, "The center of work is shifting from humans manually clicking software to agents. If a sales representative asks 'Summarize my deal status' on the Claude screen, Claude reviews emails and meeting minutes to summarize and can even take follow-up actions."

Patrick Stokes, President of Salesforce Applications and Marketing, also emphasized that the essence of their service is not the screen (UI) that users have to click, stating, "Salesforce's products are a platform that stores data, metadata, workflows, permissions, and security settings."

Meanwhile, when asked about the impact of the recent 'slowdown theory' in the AI industry, President Stokes expressed the view that "for solution-building companies, it's actually good news."

He replied, "General-purpose AI models do not know a company's individual business methods," and if major AIs slow down, "we will gain time to refine systems around the model, such as reliability, data precision, and context management."