Salesforce's engineering team shares how they evolved the Conversation Storage Service (CSS) from handling 10,000 to 100,000 concurrent AI-driven conversations. The journey involved migrating from a PostgreSQL-based transactional system to a horizontally scaled NoSQL database, introducing Kafka with conversation-level partitioning to smooth traffic spikes, and adding VegaCache to restore read-after-write consistency masked by asynchronous streaming delays. Additional optimizations include payload compression, pagination, back-pressure controls, and a metadata-driven integration layer for downstream systems like Data 360 and AI pipelines. The architecture now serves as the backbone for Salesforce's Unified Agentic Communication Platform (UACP).
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