Press Release from TELUS
The partnership will help TELUS accelerate its goal of delivering best in class digital customer care through Sweepr’s context-driven, engaging and personalised customer support
Dublin, IRELAND – November 16, 2023 – Sweepr, a leading provider of digital care platforms, today announced that it has raised an additional $4M, bringing its total Series A funding to $13M. The round was comprised of new investment from TELUS Ventures and Enterprise Ireland, with continued participation from existing investors Frontline Ventures and Molten Ventures. The new capital injection will be used to bring Sweepr’s services to new markets, while also scaling its research and development (R&D) efforts to evolve its worldwide-patented digital care platform. The platform is currently under assessment with a number of Tier 1 companies and Sweepr most recently secured a multi-year partnership with world-leading communications technology company TELUS to support its digital transition of customer care.
Founded in 2018, Sweepr is a Dublin-based company that helps communications service providers and device manufacturers to deliver more personalised and engaging customer care, resulting in increased digital containment, reduced call centre costs and lower customer churn. The companies’ platform uses data it collects to orchestrate real-time decisioning and service on multiple digital channels and has the ability to dynamically alter the course of a customer interaction with personalised information whether it’s for an onboarding journey or technical or billing questions.
“Sweepr’s vision has always been that the majority of customer support will start and conclude in a digital channel, with only exceptional cases requiring human intervention,” notes Sweepr Founder and CEO, Alan Coleman. “The recent arrival of mass market Generative AI technologies such as ChatGPT adds a new dimension in auto generation of care experiences. What seemed futuristic only 12 months ago is now a clear and immediate opportunity for enterprises to reduce operational costs while greatly improving customer service. We have recently seen rapid growth on the back of increased demand for digital selfcare capabilities, which are more scalable than in-person or call-based customer support.”
Sweepr’s care journeys are authored using a low-code platform, enabling users to compose interactions in one platform and easily deploy them across multiple channels such as an app, website or SMS. This is a more efficient use of resources and maintains consistency of digital customer experience, no matter how customers prefer to be served. The digital journey is optimised using real-time customer data analytics and predictive AI. Sweepr’s most recent features combined large language models (LLM) and Generative AI with Sweepr platform’s historical, behavioural and diagnostic context on user experience to drive highly-personalised services and compelling user experiences.
Sweepr’s platform is being used by TELUS to help the company meet the increasing expectations customers have to provide the solutions they are looking for and to resolve challenges as easily and as quickly as possible by choosing the right channel for their needs. It will accelerate TELUS’ ability to deliver efficient, engaging and personalised experiences by integrating digital and dynamic touchpoints, also helping customer service agents to better analyse customer journeys and continuously improve services.
“TELUS has a long-standing commitment to putting our customers first, and we strive to serve them in the ways they like to best be served,” noted Terry Doyle, Managing Partner and Vice-president of TELUS Ventures. “TELUS’ investment in Sweepr reflects our confidence in their potential to redefine self-service capabilities, expediting user support and resolution—a pivotal shift in today’s customer-centric paradigm. As an investor and a partner, TELUS recognizes Sweepr’s power in elevating customer service as we continuously raise the bar on industry performance, enabling unparalleled personalised experiences for the evolving needs of our valued customers.”
About Sweepr :
Sweepr makes digital care journeys exceptional. We are a Digital (and Agent) Enablement Platform. Sweepr is a no/low-code journey orchestration platform for building highly personalized digital care. The Sweepr Platform integrates with other data sources in the ecosystem, whilst also observing key customer context and behaviours during care interactions to dynamically apply decisioning logic to customer interactions. This produces powerful analytics, enabling care agents to track and analyse journeys, gain customer insights, and to continuously improve digital containment.
For any questions related to Sweepr, please contact Jim Hannon by email at firstname.lastname@example.org
For any questions related to TELUS, please contact François Marchand by email at email@example.com