Moody’s Analytics has outlined its approach to using artificial intelligence (AI) for customer intelligence, focusing on turning everyday customer interactions into actionable knowledge that can drive business growth. The company describes a system where tools, training, and data-driven frameworks are embedded into daily workflows to encourage self-improvement and decision-making among employees.

According to Moody’s Analytics, tacit knowledge—insights gained from real-world experience rather than formal documentation—plays a significant role in organizational success. Examples include recognizing who actually makes budget decisions within client organizations or understanding when customers are most likely to seek support. However, research cited by the company indicates that such knowledge is at risk of being lost due to employee turnover. A 2023 review by Nataliya Galan and colleagues found that losing employees often leads to substantial loss of tacit knowledge, which can slow innovation and weaken performance.

The company argues that AI can help retain and amplify this kind of insight. Their system aims to provide timely signals and recommendations while also capturing learnings from each interaction. For example, if a sales representative learns about a new project at a client company, the AI system not only highlights this as an opportunity but also asks clarifying questions to fill gaps in its knowledge base.

Moody’s Analytics emphasizes the importance of sharing insights across different business functions. When information flows freely between teams such as sales, marketing, product management, and customer service, individual expertise becomes part of the organization’s collective capability.

The architecture supporting this vision is based on two main principles: intentionality—ensuring every interaction advances specific business outcomes—and bidirectionality—providing immediate value in exchange for sharing tacit knowledge. Information about clients is treated as “memory,” organized into labeled components designed to maintain context, route incoming data appropriately, and highlight missing information.

Their platform includes four integrated layers:

- A user interface designed for seamless capture of insights,

- An intelligence routing layer that organizes input,

- An orchestration layer that prompts users when additional information is needed,

- And an intelligent preparation function that creates targeted briefs highlighting knowns and unknowns for each role.

Moody’s Analytics believes these systems allow new staff members to ramp up quickly by accessing accumulated guidance while enabling managers to identify systemic gaps more efficiently. Over time, the approach aims not just for increased productivity but for what the company calls “amplification”—the idea that intelligence compounds with each use rather than depreciating over time.

For further details about Moody's Analytics' initiatives in customer intelligence and AI integration, interested parties are encouraged to visit their website.