Thursday, January 15, 2026
Plume Design, widely known for delivering intelligent services to internet service providers (ISPs) that support connected homes and small businesses, has announced its acquisition of Sweepr, an AI-powered customer-care orchestration platform created specifically for service providers. With this move, Plume aims to strengthen how ISPs diagnose issues, guide customers, and resolve problems faster—often without the need for a support call.
In 2025 alone, Sweepr handled more than one million customer interactions, helping telecom and broadband operators deliver smoother digital support experiences. Founded in 2018 and headquartered in Dublin, Ireland, Sweepr focuses on building personalized support journeys that increase digital engagement, reduce pressure on call centers, and improve satisfaction across key scenarios such as onboarding, technical troubleshooting, and billing assistance.
By bringing Sweepr into its ecosystem, Plume combines two highly complementary capabilities. On one side, Plume offers real-time, device-level network visibility across home environments. On the other, Sweepr provides an AI-native, no-code orchestration engine that integrates directly with the systems service providers already use. Together, these capabilities allow ISPs to move quickly from identifying a problem to resolving it, often automatically. Using live network context, AI can recommend next best actions, guide both subscribers and agents, and safely automate fixes where possible.
Plume’s cloud platform already connects nearly half a billion devices worldwide, generating one of the industry’s richest datasets of real-world network and device telemetry. When paired with Sweepr’s orchestration and interaction intelligence, the combined platform continuously learns which actions work best in specific situations. As a result, providers can deploy proven workflows faster and fine-tune them using measurable outcomes rather than assumptions.
The integrated solution unifies intelligence, automation, and customer care into a single platform that supports rapid deployment and deep system integration. It delivers several high-impact capabilities. First, AI-guided diagnosis uses real-time in-home data to detect problems, identify likely root causes, and trigger the correct workflows. Second, subscriber context follows the customer across every channel, including mobile apps, websites, IVR, chat, social platforms, and live agents—so customers never have to repeat themselves. Third, the platform lowers cost-to-serve by increasing digital containment and speeding up agent resolution through guided processes and dynamic knowledge. Fourth, proactive monitoring identifies deteriorating home network conditions and resolves issues before customers even notice them. Finally, fast time-to-value comes from no-code journey design, pre-built use cases, and ready-made integrations with OSS/BSS, CRM, IVR, CCaaS, and other operational systems.
Importantly, Sweepr will continue to operate as a standalone product with ongoing support for existing customers. At the same time, it will become commercially available to Plume’s global customer base, expanding orchestration capabilities alongside Plume’s network intelligence. Together, the combined platform also enables providers to uncover new monetization opportunities by using real-time behavior and network context to proactively offer relevant services.
Following the acquisition, Alan Coleman joins Plume as Chief Product Officer, overseeing product strategy and roadmap execution across the unified platform. Jim Hannon, Sweepr’s Co-Founder, becomes Chief Architect, focusing on technology direction and delivery across customer experience and orchestration systems. Both leaders previously founded Brite:Bill, which Amdocs acquired in 2016, and they bring deep telecom software expertise to Plume’s leadership team.
Dan Herscovici, President and CEO of Plume, stated:
“With Sweepr, we’re connecting AI to the moments that matter, like when a subscriber needs help. By combining Sweepr’s care orchestration with unmatched visibility across Plume’s global dataset, we’re turning network intelligence into action at scale. This is a landmark shift in how providers reduce costs, improve reliability, and build trust that drives long-term subscriber value.”
Alan Coleman, Co-Founder of Sweepr, added:
“Sweepr adds context to every interaction — who the subscriber is, what equipment they have, what’s happening in the home right now, and what’s already been tried — so providers can solve the right problem the first time. Bringing that context together with Plume’s real-time network intelligence means fewer repeat calls, fewer truck rolls, and support journeys that feel clear and consistent for subscribers.”
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