Salesforce launches a faster AI that picks answers in milliseconds

Salesforce has introduced Koa Decisions, an AI model built to make one quick choice, such as which team should handle a customer message. In Salesforce's own test, it took about 26 milliseconds. A general-purpose chatbot-style model took about 1.4 seconds for the same kind of job.

What it does

You give it a request and a list of choices you define. It picks one and shows a confidence score. Say a customer writes, "I can't log in to my account." With the options engineering, accounts and sales, it picks accounts. It can also make yes-or-no calls or assign a score.

Koa Decisions is the next version of HyperClassifier, which Salesforce already uses to route requests inside its Agentforce tool. It was built on Gemma, an open model from Google, and adds support for images and audio.

Why it is faster

A chatbot writes its answer one small piece of text at a time. A decision model reads the whole request at once and gives a short answer in one step. A short answer takes less computing, and other software can act on it right away.

Salesforce says this leaves bigger AI models free for writing and reasoning. Its example is a sales deal that starts to slip. A decision model flags the risk and picks the team to step in. A chatbot-style model then summarizes what changed.

Easier to set up

Sorting software used to need a custom model. Teams defined the goal, gathered and labeled data, trained the model and checked it, then repeated. Salesforce says that often took months. With a decision model, a team can add a category and sometimes reach production in hours. In the demo, a new option called Returns worked right away, with no retraining.

Try it yourself

You do not need to be a Salesforce customer. Sign up for a free Trailhead account, then follow these steps:

• Run the Koa Decisions demo and click Route a support request.
• Click the gray arrow to see how the model scores each option.
• Add a fourth choice under Choices, such as Returns.
• Change the request to match, then click the arrow again.

What is not known yet

The speed figures come from Salesforce's own measurement of routing in Agentforce. The material gives no price. It says only that pricing and packaging may change and that availability may vary by region. Plans to bring Koa Decisions to flows, Apex, prompt templates and a developer API are still plans. Other companies, including TypeSafe AI and OpenAI, have released decision models of their own.