Customer experience in telecoms and broadband is being reshaped as Plume Design acquires Dublin-headquartered Sweepr, integrating AI-driven customer-care orchestration with real-time network intelligence to reduce friction across digital service journeys.

Plume Design, a US-based technology company specialising in intelligent services for internet service providers, confirmed the acquisition as part of its strategy to unify network visibility, automation and customer experience into a single platform. Sweepr, founded in 2018 in Ireland, processed more than one million customer interactions in 2025, supporting operators with onboarding, technical support and billing journeys.

The combination brings together Plume’s device-level network telemetry with Sweepr’s AI-native, no-code orchestration engine. The integrated platform enables service providers to identify issues, recommend next best actions and automate resolution, often without the need for a call centre interaction or site visit.

“With Sweepr, we're connecting AI to the moments that matter, like when a subscriber needs help,” said Dan Herscovici, President and CEO of Plume. “By combining Sweepr's care orchestration with unmatched visibility across Plume's global dataset, we're turning network intelligence into action at scale.”

Plume’s cloud platform connects nearly half a billion devices globally, generating continuous insight into in-home network performance. By combining this data with Sweepr’s interaction and orchestration intelligence, the platform adapts over time, identifying which workflows deliver the best outcomes in specific scenarios.

Key capabilities for service providers include AI-guided diagnosis using live network context, omnichannel continuity across apps, web, IVR and live agents, and reduced cost-to-serve through higher digital containment and faster resolution. The platform also supports proactive care, identifying degrading conditions before customers experience service disruption.

Follow the full details on how AI-driven orchestration and network intelligence are converging to redefine digital customer experience in telecoms.

(Photo Credits to Plume)