An agentic service agent draws on connected data sources to help surface relevant information for reps, assist in drafting replies, and identify cross-sell and upsell openings during customer interactions.
Moody’s provides financial intelligence that helps inform high-stakes decisions by banks, businesses, and governments. The day-to-day relationship with those customers runs through a 300-person service team.
Although the service team was adept at resolving subscription questions and technical issues, it lacked a streamlined way to spot upsell opportunities or surface potential next actions mid-conversation. As large language models turned generic intelligence into a commodity, those missed openings became more significant. Moody's differentiated data and insights became increasingly valuable when incorporated directly into customer support workflows.
"Everything we do comes back to making our sales reps and support teams better at their jobs — because that's what supports growth objectives and stronger customer relationships," said Ben Holloway, Senior Director, Global Strategic Partnerships & Business Development.
To give its service teams the support they needed to resolve inquiries quickly and identify relevant cross-sell and upsell opportunities during conversations, Moody’s used Agentforce to embed agentic rep support in its service console.
When a customer asks a technical question, the agent can surface relevant specifications and troubleshooting guidance for the rep to review. As the conversation progresses, Agentforce helps analyze the customer products and usage patterns to suggest the next best product or service for their needs. For example, if the customer asks about data access limits, Agentforce can prompt the rep to suggest an expanded subscription tier — the kind of moment that previously might have been missed.
The same intelligence speeds up routine inquiries as well. When a billing question comes in through a contact form, Agentforce pulls relevant articles from Moody's knowledge base and presents them as ranked links in the rep's console. It then combines relevant details from the articles with the customer's contract details and interaction history in Agentforce Service to draft a personalized reply in Moody's brand voice. The rep reviews, edits, and sends the response more efficiently.
For reps, that means significantly reducing the time spent digging through knowledge bases, contract records, and product data to assemble an answer. Agentforce helps streamline this process.
"One of the reasons we're excited about Agentforce is the way it helps us cut through the clutter," said Holloway.
Moody's proprietary data is spread across systems — datasets in Databricks and compliance data in large enterprise systems like SAP, Oracle, and legacy databases. Before it is used to support AI-powered workflows, Informatica profiles each source and applies data-quality rules at the source, helping deduplicate records, standardize formats, apply quality checks, and reconcile information across systems. The result is a more standardized, consolidated record.
Data 360 then brings together that foundation with account details, opportunity history, support interactions, and contract records from Agentforce Service using zero-copy integration, allowing the data to be queried in its original location and governance structure rather than copied. It also brings in Moody's proprietary intelligence — including company ownership, news and event triggers, and third-party due diligence workflows — helping the agent surface information related to the current case while providing broader context around the customer for rep review. MuleSoft moves data between those systems through APIs, helping provide access to more current information rather than relying solely on stale snapshots.
After each interaction, Agentforce updates the record in real time, making more current information available to teams across the organization. Moody's leadership watches those updates to identify emerging trends, like rising security concerns, and refreshes the global handling guides that both staff and Agentforce draw upon.
"Salesforce provides an integrated platform that aligns with our data governance objectives and supports regulatory frameworks that are important to our financial services customers," said Holloway.
The payoff shows up throughout customer interactions: Reps can resolve cases more efficiently, customers can receive more relevant support, and service interactions may present new revenue opportunities. And because Agentforce is the agentic layer within the Headless 360 platform — the foundation Moody's had already chosen to run on — the team was able to bring the agent into production within weeks, not quarters.
The success of this Agentforce implementation has already drawn interest across Moody's. Teams in legal, finance, HR, and marketing are exploring how the same approach could reshape their own work.
Because Agentforce is embedded in the same platform Moody's service teams already work in, it can access relevant data sources and support actions within existing workflows. It can help update records, assist in drafting responses, and surface products or services that may be relevant for rep review right inside the workflow.
Salesforce ran "build-your-own-agent" workshops that trained more than 150 Moody's employees across New York, Delhi, and London to configure, test, and launch their own AI agents with Agentforce, helping them expand their use of Agentforce well beyond the first service agent.
Agentforce Trust Layer features — including data masking and zero retention — help protect Moody's proprietary data, which is particularly important for regulated-industry customers operating within established governance frameworks.
Agentic sales intelligence helps sellers identify proactive sales opportunities, draft outreach communications, and reduce preparation time for meetings.
See how Moody's Analytics became an Agentic Enterprise with Agentforce and Data 360 — putting their proprietary intelligence to work across sales and service.
Moody’s provides data, insights, and innovative technologies that can help customers develop a broader view of their world and unlock opportunities. With a rich 115-year history of experience in global markets, Moody’s provides insights and perspectives that help customers act with confidence and thrive.
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