Plume Design, the global technology platform trusted by more than 450 Internet Service Providers (ISPs) across 58 countries, has announced a major evolution of its platform, delivering the only open, vendor-agnostic carrier-grade Agentic AI orchestration platform for ISP networks and operations. Open by design, the enhanced Plume Platform now autonomously monitors network conditions, diagnoses issues and resolves subscriber problems without human intervention – across any network, any CPE and any AI model. Plume’s platform is designed to provide subscribers superior connectivity and services that are easy to manage, while enabling ISPs to build subscriber confidence that drives lasting loyalty at the lowest cost to serve.

Delivering comprehensive support for the full subscriber lifecycle, from acquisition and onboarding through support and retention, the Plume Platform is fortified with Sweepr, one of the industry’s leading customer care orchestration engines. Sweepr has earned a strong reputation among ISPs for its AI-powered care workflows and now serves as the foundation of Plume’s Agentic AI orchestration engine, deeply integrated with Plume’s network intelligence layer. Plume’s platform draws on live telemetry from over 500 million connected devices, enabling the industry to make a seismic shift from reactive workflows to autonomous resolution.

“Customer care is fundamental to our mission, and this platform marks a turning point for the industry,” said Dan Herscovici, President and CEO of Plume. “For the first time, ISPs can deliver AI-optimized experiences across the entire customer lifecycle, from onboarding to support, that build real, lasting Subscriber Confidence, Unlike anything else in the market, our open platform works across any CPE vendor, any cloud partner and any AI model because we believe operators should control their infrastructure choices, not be locked into a single ecosystem. We are giving ISPs the tools to deploy sophisticated support journeys in minutes rather than months, and the deep network and subscriber context to resolve issues the right way, right now. We will keep doing what it takes to put the world’s best ISPs ahead.”

New capabilities in the platform give operators the ability to generate or edit support flows using natural language prompts, cutting deployment time from months to minutes. The new LLM Fabric, built on a Model Context Protocol (MCP) architecture, connects large language models (LLMs) to the technical reality of ISP networks to deliver advanced care support across every channel. Early deployments are already producing measurable results, including significant operational savings, reduced support contacts, fewer truck rolls and improved retention. Plume is committed to driving toward the lowest cost to serve in the industry.

“Getting Agentic AI right in an ISP environment takes two things: the deepest network intelligence in the industry and the human expertise to know what to do with it,” said Alan Coleman, Chief Product Officer at Plume. “Sweepr’s team spent years solving ISP care: subscriber support that is fast, contextual, personal and affordable to deliver. Plume’s engineers brought over a decade of understanding exactly what is happening inside a connected home, across half a billion devices, with the security and reliability that ISPs around the world stake their reputation on. Put those two together and you have something genuinely different. AI that acts, resolves and builds the kind of subscriber relationships that drive growth at the lowest cost to serve. For ISPs, deploying Plume is the difference between a customer for a year and a customer for life.”

Live deployments are already producing measurable results. TELUS, one of Canada’s largest operators, prevented over 550,000 call center calls, achieving an 80% digital resolution rate, a 91% subscriber engagement rate across digital journeys and a 60% improvement in team productivity through Sweepr’s platform, while reducing workflow deployment time from two weeks to four days.

For new ISPs, deployments go live in as little as 12 weeks across diverse network and business environments. With the enhanced Agentic AI platform now available, the opportunity to drive even greater operational efficiency and subscriber confidence is within reach for ISPs of any size.

The platform runs as a cloud-native, software-based solution with no hardware lock-in and no rip-and-replace requirements. It works with any CPE vendor, any major hyperscaler including Google, AWS and Microsoft, and any LLM. ISPs keep their existing investments and stay in control of their own infrastructure decisions.

“Everything we build advances on open standards because the future of the ISP ecosystem depends on interoperability and trust,” said Chris Griffiths, CTO at Plume. “Our commitment to frameworks like RDK and prpl, and our focus on security at every layer of the stack, ensures that as we bring Agentic AI into the network, operators and their subscribers can rely on Plume to do it responsibly and openly.”

Plume Platform Agentic AI Enhancements

• LLM-Agnostic Flexibility: ISPs can integrate their preferred large language model or opt for a managed service with a pre-embedded model, with no forced dependency on any single AI provider.

• Experience Builder Evolution: Agentic prompt editing and enhanced content reuse cut authoring time for complex support journeys from months to minutes.

• Journey Viewer: Generative AI-powered summaries give support agents a clear view of each customer’s history and suggested next steps.

• Journey Optimizer: Dashboard alerts identify meaningful shifts in network behavior and customer intent so operators can respond before issues escalate.

• Real-Time Performance Tracking: A dedicated LLM Evaluation model lets operators monitor accuracy and adherence metrics as they happen.

• Continuous Autonomous Resolution: Network intelligence directly triggers subscriber-facing care journeys, resolving issues before they become support calls.

Agentic AI care orchestration is available now as an add-on pre-integrated offering for existing Plume Platform customers and as a standalone offering for ISPs evaluating the platform for the first time. Additional capabilities will be phased in as Plume continues to expand the platform’s capabilities.

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Categories: Press Releases

Tags: AI, Plume