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Salesforce Launches Koa and AIforce at Dreamforce 2026 as Air India Expands Agentforce Use

September 16, 2026 at 23:59 EDT

Foundation Models
AI Agents
Sales & Business

Salesforce used Dreamforce 2026 to reposition its CRM platform around AI agents, announcing Koa, AIforce and expanded Agentforce deployments including Air India. The announcements shift Salesforce's AI strategy from assistant-style features toward governed agents that can use CRM data, business rules and workflows inside tools such as Claude, Slack, Amazon Quick and Google Cloud's Gemini Enterprise.

Sep. 15, 2026 · Salesforce

CRM moves into the agent layer

Dreamforce 2026 centered on Koa, a CRM reasoning model, and AIforce, a governed way to bring Salesforce context and actions into Claude, Slack, AWS and Google Cloud workflows.

Koa's error claim, drawn to scale

3 blocksReference errors

1 blockKoa errors

Salesforce says Koa delivers three times fewer errors on CRM actions.

years of CRM intelligence modeled for Koa

14+

industries represented in synthetic scenarios

prebuilt sales skills in Salesforce in Claude

95%

confidence threshold for eligible Air India email replies

How AIforce is meant to work

Business context

CRM data, semantics, permissions and workflows

→

AI interface

Claude, Slack, Lightning, Amazon Quick or Gemini Enterprise

→

Governed action

Record updates, workflows, case work and agent handoffs

Enterprise appeal

Less screen-hopping, more grounded answers, and agent actions tied to existing permissions and business rules.

Execution watch

Teams still need proof that agent workflows beat existing tools on ROI, reliability and governance cost.

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