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Salesforce unveils AIforce and Koa at Dreamforce 2026, expands Agentforce with Air India

September 16, 2026 at 08:26 EDT

Foundation Models
AI Agents
Sales & Business

Salesforce used Dreamforce 2026 to push its CRM platform further into agentic AI, announcing AIforce, a new interface layer for bringing Salesforce data and actions into tools such as Claude and Slack, and Koa, its first CRM reasoning model built on NVIDIA Nemotron. The company also said Air India is expanding Agentforce across customer service, turning earlier refund automation into broader airline workflows.

September 15, 2026 · Salesforce

CRM moves into the agent layer

Salesforce introduced AIforce and Koa at Dreamforce 2026, aiming to let AI agents reason over CRM data, follow enterprise rules and act from tools such as Claude and Slack.

fewer CRM benchmark errors reported for Koa

2.1x

greater reliability recalling customer context

prebuilt sales skills in Salesforce in Claude

95%

confidence threshold for eligible Air India email responses

Koa reliability, drawn to scale

Salesforce says Koa recalls customer context with 2.1 times greater reliability than today's default general intelligence models.

1.0xBaseline

2.1xKoa

How AIforce is meant to work

CRM context
Data, workflows, rules

→

AIforce
Permissions and actions

→

Work interfaces
Claude, Slack, Lightning

→

Governed action
Updates, routing, follow-up

Why users care

The pitch is less context switching and more useful agents that can work across records, policies and workflows without leaving everyday tools.

What still needs proof

Enterprises still need auditability, clear permission boundaries and real-world evidence beyond pilots and benchmark claims.

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