KSA-Based Customer Experience Management Platform Lucidya Launches Enterprise AI Agent

Lucidya, the Saudi Arabia-based artificial intelligence (AI)-native customer experience management (CXM) platform built for MENA markets, has launched its Enterprise AI Agent, which has been purpose-built for the region with autonomous capabilities that enable organizations to scale customer service operations without proportional headcount growth.

The new platform—which Lucidya described as a key factor of its strategic growth plan for 2026 that's centered on continued product portfolio innovation and accelerated expansion across the MENA—comes less than a year after its record-breaking US$30 million Series B founding round in 2025, which was billed as the largest AI investment in the region at the time.

Lucidya's Enterprise AI Agent is entering the market at a time when enterprises across the MENA are shifting from AI experimentation to operationalization, with the company itself delivering commercial results that validate this market transformation. Indeed, in the fourth quarter of 2025, Lucidya reported 3x sales growth when compared to the same period in 2024, with the new business surpassing what the company generated in its first six years combined.

In a statement, Abdullah Asiri, founder and CEO of Lucidya, said, "The AI experimentation phase is over in MENA. Enterprises are now operationalizing AI at scale, and they need platforms built specifically for Arabic markets. Our 3x sales growth proves that regional organizations are ready for AI agents that truly understand their languages, cultures, and regulatory requirements. This platform represents the next era of customer experience—where AI works autonomously alongside teams to deliver exceptional service at scale."

Lucidya’s Enterprise AI Agent, unlike Western AI solutions that require customization for Arabic markets, is able to detect over 15 Arabic dialects, including slang, with over 92 percent accuracy. The platform's cultural intelligence also allows for native understanding of code-switching, regional idioms, and cultural context rather than translation layers.  

Additionally, the Enterprise AI Agent allows for autonomous resolution, handling customer support and service requests across digital channels independently, and only escalating complex cases to human teams. Its enterprise-grade governance provides advanced controls, compliance frameworks, and oversight mechanisms, ensuring responsible AI deployment. It is also designed for regulatory compliance, with built-in alignment with the Saudi Personal Data Protection Law (PDPL) and regional data protection requirements.

Abdullah Asiri, founder and CEO of Lucidya. Image supplied.

Lucidya's Enterprise AI Agent platform, which can be deployed within 4-6 weeks, thus allows organizations to handle thousands of conversations simultaneously—the equivalent of hundreds of human agents—at a fraction of the cost. In doing so, it equips organizations to scale customer service operations without growing headcount. It enables organizations to deliver round-the-clock service with sub-second response times, reduce average customer service costs by 60-70 percent, and achieve over 90 percent first-contact resolution rates.

Lucidya's Enterprise AI Agent also helps organizations support national economic diversification goals by augmenting local teams, aligning with regional digital transformation mandates, and turning customer interactions into actionable intelligence through zero-party data capture. By allowing human agents to focus on complex and high-value interactions, it helps support workforce development objectives, while also addressing the MENA’s acute customer service talent shortage.

"AI will no longer sit at the edge of customer experience; rather, it will work autonomously alongside teams across every channel," Asiri added. "We built Lucidya's platform specifically for MENA markets, because global solutions fail to understand cultural nuances and regional compliance needs. Every organization in MENA should be able to deliver exceptional customer service at scale, in Arabic, with cultural precision. We're building the AI infrastructure to make that future possible."

With demand for its services on the rise, Lucidya is also preparing to open its first GCC sales office outside of the Kingdom to directly support companies across the MENA, allowing it to tap into the region’s rapidly growing CRM market, which is projected to hit $4.6 billion. This, paired with its partnerships with leading international and regional players like Infobip, Atlas Crisis, Lithe, and Ithra, will allow it to increase its presence at leading AI and CX forums across the region.

Lucidya’s vision for expansion will be further fueled by the company’s increased investment in its AI and R&D teams by 40 percent, as well as the expansion of its comprehensive CX platform. The company, which already boasts capabilities such as social listening, OmniServe, feedback management, customer profiles, and media monitoring, also has two other solutions—unified case and ticketing management, as well as AI-driven marketing automation—set to be launched in 2026. 

For the former, Lucidya is set to launch a centralized system that spans social, digital, and service channels, with service-level agreement (SLA)-driven, AI-native routing, in addition to escalation management, live performance dashboards, and customer self-service portals. Meanwhile, Lucidya's AI-driven marketing automation solution is set to provide a generative AI-native marketing platform that supports campaign orchestration, content generaiton, ad optimization, cross-channel analytics, and influencer performance management, all of which will be provided with real-time sentiment analysis across upward of 15 Arabic dialects for culturally precise and localized campaigns.