Sonos announced a partnership with EXL and Amazon Web Services to embed agentic artificial intelligence into its IT service management workflows, aiming to automate decision‑making, streamline support operations, and deliver a more responsive IT support ecosystem for internal teams.
The collaboration leverages EXL’s expertise in AI‑driven operations and data modernization, while AWS provides the cloud infrastructure and AI services that support ITSM and AIOps. By integrating agentic AI, Sonos intends to proactively manage complexity and reduce risk across its enterprise operations, improving operational efficiency and customer experience.
Agentic AI refers to systems that can act autonomously and self‑regulate, moving beyond traditional automation. This capability allows Sonos to detect and resolve IT incidents before they impact users, reducing downtime and freeing IT staff to focus on higher‑value tasks.
The partnership fits into Sonos’ broader AI strategy, which includes AI‑powered customer support and new product launches planned for the second half of fiscal 2026. Industry analysts note that AI adoption in ITSM and AIOps is a growing trend, and Sonos’ move positions it to stay ahead of competitors while maintaining cost control and profitability.
Overall, the partnership represents a significant operational milestone for Sonos, signaling a commitment to leveraging advanced AI to enhance internal operations and support its focus on profitability and product innovation.
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