Scaling Customer Service with an AI-Augmented Operating Model for Lit Fibre, a UK Broadband Provider
March 2nd, 2026 Posted by Steve Paul Communications, SMB 0 thoughts on “Scaling Customer Service with an AI-Augmented Operating Model for Lit Fibre, a UK Broadband Provider”CASE STUDY
Scaling Customer Service with an AI-Augmented Model for a UK Broadband Provider
Lit Fibre is a UK full-fibre broadband provider operating in a highly competitive and service-driven market. As the business expanded, it required an AI-augmented customer service model that could scale efficiently while maintaining high service standards and operational control.
Partnering with Trigg Digital, Lit Fibre implemented Salesforce Service Cloud and Agentforce to create an AI-augmented operating model that improved response times, increased agent efficiency, and provided a scalable foundation for continued growth.
Communications SMB
Agentforce AI
The Challenge
Scaling customer service without compromising experience
As Lit Fibre rapidly expanded its fibre footprint, customer service demand increased across onboarding, support, and renewals. Existing processes relied heavily on manual handling, limiting speed, consistency, and scalability.
Key challenges included:
- Increasing case volumes putting pressure on service teams
- Manual triage and response workflows slowing resolution times
- Limited ability to scale support capacity efficiently
- Inconsistent handling of repeatable service requests
- Growing operational cost as demand increased
Lit Fibre needed a solution that could scale with growth while preserving service quality and operational control.
Our Approach
Trigg Digital partnered with Lit Fibre to design and implement an AI-augmented service model using Agentforce Service and Agentforce, focused on practical automation rather than replacement.
Our approach included:
- Defining high-impact service use cases suitable for agentic automation
- Deploying Agentforce to support case triage and prioritisation, guided agent responses and routine service task automation
- Embedding AI agents directly into service workflows to support, not replace, human agents
- Enabling teams with training and governance to ensure confident adoption
Rather than introducing disconnected automation tools, the focus was on augmenting frontline teams within a governed, enterprise-ready CRM environment.
In Their Words
“Our partnership with Trigg and the implementation of Salesforce’s Agentforce is a game-changer for our business. It allows us to elevate our customer experience by empowering customer service agents while improving operational efficiency. Together, we’re setting the stage for sustainable growth.”
Tom Williams, Chief Executive Officer, Lit Fibre.
The Results
Faster response and resolution
AI-supported triage and guided workflows reduced handling time and improved first-response speed.
Increased agent productivity
Service agents were freed from repetitive tasks, allowing them to focus on higher-value customer interactions.
Improved consistency and quality
Standardised, AI-assisted responses improved accuracy and customer experience across service journeys.
Scalable service operations
Agentforce enabled Lit Fibre to scale service capacity without linear increases in cost or headcount.
