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EXL, a global data and AI company, has announced a transformative collaboration with Sonos, the leading sound experience company, and Amazon Web Services (AWS) to embed agentic AI directly into Sonos’s IT service management (ITSM) workflows. This initiative aims to establish a new benchmark for operational efficiency, intelligent decision-making, and proactive risk mitigation within enterprise IT environments.
By leveraging agentic AI, Sonos is moving beyond traditional reactive IT support toward a proactive, intelligent system capable of managing complexity at scale. The solution automates routine tasks, provides contextual insights, and enables faster resolution while minimizing operational risks—setting a precedent for how AI can reshape enterprise service management in real-world scenarios.
Jim Hauser, head of IT infrastructure at Sonos said, “Our collaboration with EXL and AWS has been instrumental in enhancing our ITSM processes. The innovative agentic AI solution developed through this collaboration not only streamlines our operations but also enhances the experience we deliver to our customers. This initiative demonstrates the power of combining expertise from multiple partners to achieve transformative outcomes.”
Narasimha Kini, executive vice president, banking & capital markets and diversified industries at EXL said, “We are excited to collaborate with Sonos and AWS on this forward-looking initiative. This collaboration is a testament to our commitment to creating solutions that embed agentic AI directly into our client workflows to deliver tangible business value. It’s a powerful story of how partners can accelerate innovation and address critical business needs.”
Chris Sullivan, vice president, Americas Channels & Alliances at AWS said, “IT service management is one of the functions most poised to benefit from agentic AI. Our scalable and secure AI services, coupled with EXL's expertise, empower Sonos to innovate faster, deliver personalized experiences, and redefine the future of smart audio technology.”
This partnership highlights the growing role of agentic AI in enterprise operations, particularly in high-stakes environments where efficiency, reliability, and risk management are paramount. By integrating advanced AI directly into workflows, Sonos is positioning its IT function as a strategic enabler of business agility and customer experience.
To learn more about EXL and embedding AI in workflows, visit the provided link in the original announcement.
About EXL
EXL is a global data and AI company that offers services and solutions to reinvent client business models, drive better outcomes and unlock growth with speed. EXL harnesses the power of data, AI, and deep industry knowledge to transform businesses, including the world's leading corporations in industries including insurance, healthcare, banking and capital markets, retail, communications and media, and energy and infrastructure, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have approximately 61,000 employees spanning six continents.
About Sonos
Sonos is a leading audio company dedicated to elevating life through sound. Sonos has built a connected system that brings together all the sounds people love, from music and movies to stories and conversations. Its portfolio of home theater speakers, components, plug-in and portable speakers, and headphones grows more powerful with every room and device added. Trusted by more than 17 million households in over 60 countries, Sonos is headquartered in Santa Barbara, California.
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