Plume’s acquisition of Ireland-based Sweepr is a clear bet that ISP customer care is becoming a software and data problem, not a call-centre problem. By combining Plume’s device-level network telemetry with Sweepr’s AI-native, no-code orchestration engine, the group is aiming to turn real-time home-network intelligence into automated, guided resolutions at scale.
Terms were not disclosed.
What was announced
Plume said it will integrate its global dataset and in-home network insights with Sweepr’s orchestration platform to diagnose issues and automate fixes. The stated outcome is fewer inbound calls, shorter handle times, higher digital containment and fewer truck rolls for internet service providers.
Plume also positioned the deal as a way to connect AI to “critical moments” in the subscriber journey by pairing orchestration logic with a large, continuously refreshed network dataset.
Sweepr will continue as a standalone platform and maintain support for existing customers, which should reduce switching risk for current deployments while giving Plume a pathway to broaden distribution.
Why this deal fits the current trend
Across telecom and broadband, operators are pushing hard on automation to contain cost-to-serve while protecting customer experience. This transaction lands squarely in that theme: proactive care, AI-assisted support and workflow automation built on top of real-world network telemetry.
The combined proposition is designed to surface degrading in-home conditions early and mitigate issues before they become outages. For ISPs, the logic is straightforward: prevent avoidable faults, resolve the rest without human intervention where possible, and reserve agents and field engineers for complex cases.
Underwriting logic: data-to-action, not just analytics
Many platforms can tell an operator that something is wrong. The more valuable capability is converting those signals into an action path that works across devices, apps and support channels.
Plume’s telemetry provides continuous visibility into the in-home environment at the device and network level. Sweepr adds a no-code orchestration layer that can translate that visibility into guided support actions and automated resolutions. In Plume’s framing, advanced analytics then optimise the workflows themselves, reinforcing a loop of measurement, intervention and improvement.
If execution holds, this is a move up the stack: from insight generation to operational outcomes such as shorter resolution times, lower call volumes, improved digital containment and reduced truck rolls.
Integration approach and leadership signals
Plume is keeping Sweepr as a standalone platform with ongoing support for existing customers. That structure can help preserve customer trust and roadmap continuity, but it raises a key integration question: how quickly can the two products be operationally unified for go-to-market and deployment while avoiding duplicated workflows and overlapping tooling.
Leadership retention should help. Sweepr Co-Founder Alan Coleman is joining Plume as chief product officer, and Co-Founder Jim Hannon will become chief architect, leading product and technology. That alignment suggests Plume wants to tightly integrate the orchestration capability into its core roadmap rather than treat it as an optional add-on.
Key questions for customers and competitors
- Workflow depth vs. breadth: How many common care journeys can be fully automated end-to-end, and where does the system still hand off to agents?
- Time-to-value: How quickly can an ISP deploy the combined telemetry-to-orchestration loop without heavy services work?
- Channel integration: How well does orchestration work across app, web, call centre and field operations without fragmentation?
- Governance and trust: How will AI-driven actions be controlled, audited and explained to operators and, where needed, subscribers?
What to watch next
- Product packaging and whether Plume bundles Sweepr orchestration as standard or as a premium module
- Evidence of measurable outcomes: changes in digital containment, handle time and truck rolls from early joint deployments
- Cross-sell motion into Plume’s global customer base and the pace of adoption among tier-one ISPs
- How “standalone platform” is maintained over time as engineering and roadmaps converge
- Competitive response from other broadband experience and care automation vendors