Plume acquires Sweepr to boost AI-based customer care for ISPs and deliver 'subscriber confidence'
Plume has acquired Dublin-based Sweepr, a digital customer care platform built for ISPs. The move expands Plume's ability to turn home broadband and Wi-Fi data into precise support actions across onboarding, troubleshooting, and billing.
Plume President & CEO Dan Herscovici says the focus is clear: ISPs can't win on speed and price alone. The edge now comes from delivering end-to-end experiences that create what he calls "subscriber confidence."
Why this matters for support leaders
Sweepr plugs into Plume's massive telemetry pipeline-data from nearly half a billion connected devices-to power AI-driven workflows that fix problems fast and proactively. Think structured, repeatable journeys that deflect calls when it makes sense and escalate cleanly when a human is needed.
According to Plume, one tier-1 ISP saw 70% of support issues resolved without an agent, nearly 20% fewer truck rolls, and savings in the tens of millions of dollars. Another customer runs more than 100,000 completed digital care transactions per month.
What Sweepr adds to Plume's stack
- Orchestrated journeys across channels: App, chat, agent, and more-automatically choosing the fastest path to resolution.
- AI-derived workflows: Thousands of combinations to address common and complex connectivity issues inside the home.
- Data-to-action engine: Converts Plume's analytics into next best actions, not just dashboards.
- Cost and QoE gains: Higher first-contact resolution, lower AHT, fewer trucks, better CSAT/NPS.
Who's coming with the deal
Tier-one ISPs TELUS (Canada) and eir (Ireland) will become Plume customers through the acquisition. Sweepr founder Alan Coleman joins Plume as Chief Product Officer, and CTO Jim Hannon becomes Chief Architect.
The shift: from SLAs to "subscriber confidence"
Herscovici's point lands: subscribers want certainty. They want Wi-Fi that works, issues resolved quickly, and clear communication. Support's job is to remove doubt before it turns into churn.
That requires moving beyond ticket queues to journey orchestration, where telemetry informs intent, context drives channel selection, and automation does the heavy lifting-with agents stepping in at the right moment, fully briefed.
Playbook for support teams at ISPs
- Instrument first: Centralize device and network telemetry so you can predict and preempt top contact drivers.
- Design journeys, not steps: Map onboarding, billing, and connectivity flows end-to-end with clear guardrails for escalation.
- Deflect with care: Create self-serve paths that actually resolve issues; use sentiment and effort scores to switch channels if friction rises.
- Agent assist by default: Auto-summarize context, show probable root causes, and present next best actions inside the console.
- Treat truck rolls as an exception: Only dispatch when data says it's necessary-and capture learnings to prevent repeats.
- Measure confidence: Track time-to-reassurance, resolution without repeat contacts, and proactive saves-not just AHT.
How to start-practical steps
- Baseline the top 10 contact reasons and their cost-to-serve; identify where telemetry can preempt or auto-resolve.
- Build two automated journeys end-to-end (e.g., Wi-Fi dead spot, failed activation). Measure deflection, FCR, and satisfaction.
- Enable intelligent routing: if automation stalls or sentiment dips, hand off to an agent with full context and a recommended script.
- Close the loop: feed outcomes back into your workflows weekly; prune what doesn't work, scale what does.
What to watch next
Expect tighter integration between device-level analytics and support tooling, with more proactive outreach before customers notice issues. Also watch how Plume standardizes "subscriber confidence" as a metric across ISPs.
If you're planning an AI care roadmap, this primer on AI in customer service is useful context: McKinsey: Reimagining customer service with AI.
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