ExlService Holdings (EXLS) announced a partnership with Sonos and Amazon Web Services (AWS) to embed agentic artificial intelligence into Sonos’ IT service management workflows. The collaboration will leverage EXLS’s AI expertise and AWS’s cloud infrastructure to automate decision‑making, streamline operations, and enhance risk monitoring for Sonos’ enterprise IT environment.
The deal marks a significant customer win for EXLS, extending its AI‑led solutions into the consumer electronics sector and demonstrating the scalability of its consult‑to‑operate model beyond its traditional insurance, healthcare and banking clients. By integrating AI directly into Sonos’ ITSM processes, EXLS is positioning itself as a strategic technology partner rather than a transactional vendor, potentially creating higher‑margin, recurring revenue streams.
"The innovative agentic AI solution developed through this collaboration not only streamlines our operations but also enhances the experience we deliver to our customers," said Jim Hauser, head of IT infrastructure at Sonos. "This initiative demonstrates the power of combining expertise from multiple partners to achieve transformative outcomes." "We are excited to collaborate with Sonos and AWS on this forward‑looking initiative," added Narasimha Kini, executive vice president at EXL. "IT service management is positioned to benefit from agentic AI applications," noted Chris Sullivan, vice president at AWS.
The partnership underscores EXLS’s broader strategy of embedding AI across industry verticals and showcases its ability to deliver complex, domain‑specific AI solutions to large enterprises. It is expected to strengthen EXLS’s competitive moat and support its projected double‑digit growth trajectory for 2026, while also opening a new revenue stream in the consumer electronics market.
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