Plume Design said that its acquisition of Sweepr, announced yesterday, and the integration of products from the companies will enable service providers to more deeply harness artificial intelligence (AI) for their customers and end users.
Plume Design provides cloud-managed AI services to broadband service providers (BSPs) and said it has more than 400 customers worldwide. The new owners describe Sweepr, which was headquartered in Dublin, Ireland, as an AI-powered customer care platform for BSPs that has processed more than one million customer interactions since last year.
Sweepr, Plume Design said, is a “digital engagement” platform designed to reduce call center costs and improve customer satisfaction across onboarding, technical support, billing and other tasks.
Plume Design said that the marriage of the two will combine its “real-time, device-level network intelligence” with Sweepr’s AI-based, no-code orchestration platform that connects into providers’ existing systems. This will enable problems to be noted and quickly dealt with, often before users notice the issue. The AI engine “recommends the next best action [and] guides agents and subscribers.”
“With Sweepr, we’re connecting AI to the moments that matter, like when a subscriber needs help,” Plume Design President and CEO Dan Herscovici said in a press release.
“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.”
The Plume Design press release had no financial details about the Sweepr transaction. Sweepr will continue to be offered as a standalone product.
In 2021, broadband network hardware and software provider DZS integrated Plume’s software platform into its equipment.
AI is perhaps the biggest issue roiling the telecommunications industry. A recent report from KPMG found that 84% of the sector expect a positive return on investment (ROI) on the technology within three years and 22% achieve that milestone in a year or less.
