Lucidya

Lucidya
Company type
Private
IndustryCustomer experience management (CXM)
FoundedAugust 18, 2016; 9 years ago (2016-08-18)
FoundersAbdullah Asiri, Hatem Kameli, Mohamed Milyani, Zuhair Khayyat
HeadquartersRiyadh, Saudi Arabia
Number of locations
2
Area served
GCC region (11 countries)
Key people
Abdullah Asiri (CEO)
Websitelucidya.com

Lucidya is the leading AI-native platform for customer experience intelligence in the Arab world, managing the entire customer lifecycle autonomously, from initial engagement through retention and growth. Founded on August 18, 2016, in Jeddah, Saudi Arabia, the company focuses on serving enterprises, governments, and SMEs in the Arab world.

History

Lucidya was founded in 2016 by Abdullah Asiri, Hatem Kameli, Mohamed Milyani, and Zuhair Khayyat.[1][2][3] In 2017, the company launched its first AI-powered product for Twitter listening. This was followed by the introduction of a social listening platform in 2018.[4]

In 2019, Lucidya was listed among the Arab startups shaping the Fourth Industrial Revolution on the World Economic Forum.[5] That same year, it became the first venture capital-backed AI company in the MENA region.[6][7]

Lucidya secured $1.1 million in seed funding in January 2019 from investors such as VentureSouq, SEEDRA Ventures, and the Saudi Venture Capital Company.[8][9] In January 2022, the company raised $6 million in a Series A funding round led by Rua Growth Fund, with participation from M.A.L Ventures and AlRashed Group.[10][11][12]

In 2021, the company introduced the Lucidya CXM platform. The following year, Lucidya launched two new products: Profiles, an AI-powered customer data platform, and Survey, a feedback analysis tool.[13]

In 2023, Lucidya unveiled Luci, an AI-powered virtual analyst designed to provide insights and recommendations based on customer interactions.[14][15]

In 2024, the company introduced OmniServe, a platform for managing brand interactions.[16][17]

In April 2025, Lucidya received a SAR 5 million (approximately US$1.3 million) grant from Saudi Arabia's National Technology Development Program, an initiative under the Ministry of Communications and Information Technology.[18]

In July 2025, Lucidya closed a US$30 million Series B funding round led by Impact46, with participation from Wa'ed Ventures (Aramco's venture arm), Takamol Ventures, SparkLabs Group, Rua Growth Fund, and ARG. The round was reported as the largest venture investment in a Saudi artificial intelligence company at the time and one of the largest AI funding rounds in the Middle East and North Africa region.[19] [20]


Overview

Lucidya is an AI-native platform for customer experience (CX) intelligence that autonomously manages the entire customer lifecycle, from initial engagement through retention and growth. The platform uses artificial intelligence to provide real-time insights and engagement for organizations. Lucidya serves enterprises, governments, and SMEs in the Arab world, primarily focusing on customers in Saudi Arabia and the GCC region.

Features include Arabic language analysis (the platform provides sentiment analysis with 92% accuracy across 15 Arabic dialects), real-time engagement (tools for identifying, reaching, and engaging customers in real-time), AI-driven insights (deep analytics for optimizing customer experiences and reducing operational costs), and privacy compliance (adhering to global and regional data privacy regulations, including GDPR, SOC2, and Saudi Arabia's personal data protection law).[21][22]

In March 2026, Lucidya launched its Enterprise AI Agent platform, designed for autonomous customer service across digital channels. The platform supports more than 15 Arabic dialects and is positioned alongside the company's existing modules for social listening, OmniServe, feedback management, customer profiles, and media monitoring.[23][24]

Lucidya subsequently launched a unified case and ticketing management system. The company has also announced plans to release an AI-driven marketing automation product during 2026.

Recognition and awards

In December 2025, Frost & Sullivan named Lucidya the top performer in both the Growth Index and the Innovation Index in its 2025 Frost Radar for AI-Powered CX & Media Intelligence Platforms, MENA. The benchmark study assessed providers including Sila, AIM Technologies, Crowd Analyzer, 24eye, Sensika, Sprout Social, and Brandwatch.

In 2025, Lucidya received the "Best AI CXM Platform" award at the Inc. Arabia Best in Business Awards.[25]

In March 2025, Lucidya achieved ISO/IEC 27001 certification for information security management. [26]

In 2026, Lucidya received the "Best AI Agent MENA 2026" award from International Business Magazine [27] and the "Fastest Growing AI Agent Provider MENA 2026" award from World Business Outlook.[28]

Operations

Lucidya's headquarters are in Riyadh, Saudi Arabia, with an additional office in Jeddah.[29][30] The company employs over 150 people.[31] The company adopted a four-day workweek.[29][32][33] Abdullah Asiri is founder and CEO of the company and Zuhair Khayyat is co-founder and CTO.[34][35]

Lucidya has earned several accolades, including the Great Place to Work Certification (2023),[36] LinkedIn's #1 Saudi Startup (2023),[37] G2 High Performer (2021, 2022, 2023),[38] G2 Leader (2023),[39] Capterra's Best Ease of Use (2021), and Crozdesk Quality Choice, Trusted Vendor, and Happiest Users (2023).[40]

Market position

Lucidya is a Saudi-headquartered customer experience management vendor focused on the Middle East and North Africa region, where Arabic-language processing and dialect coverage are central to the platform's positioning. Independent industry analysis by Frost & Sullivan in its 2025 MENA Radar report described Arabic dialect mastery as a competitive differentiator in the regional CX and media intelligence software category, citing platforms built primarily for English or Western languages as less accurate on Arabic content [41]

Lucidya's platform supports more than 15 Arabic dialects, and the company has stated that its proprietary Arabic natural language processing engine reaches sentiment analysis accuracy of approximately 92%. [42]

Lucidya has been included in Saudi Arabia's "Made in Saudi" Saudi Tech program, a national initiative under the Saudi Export Development Authority that recognizes domestic technology companies.[43]

Customers and use cases

As of 2026, Lucidya reported serving clients across 13 countries, with the platform reaching more than 75 million end customers through its enterprise and government client base. Clients span telecommunications, banking, hospitality, healthcare, and the public sector.

In June 2025, the company stated that one in four new enterprise customers in the first half of 2025 had switched to Lucidya from a global customer experience management vendor, attributing the trend to growing demand for platforms specifically built for Arabic-speaking markets.

Technology

Lucidya's platform is built around a proprietary Arabic natural language processing engine developed in-house. The company has stated that the engine performs sentiment analysis with approximately 92% accuracy and supports more than 15 Arabic dialects, including Khaliji, Levantine, Egyptian, and Maghrebi varieties.

The platform is cloud-native and processes inputs across social media, messaging applications, customer service interactions, and traditional media sources. Modules include social listening, voice-of-customer feedback management, a customer data platform, omnichannel engagement (OmniServe), media monitoring, and the Enterprise AI Agent platform launched in 2026.

Lucidya's Enterprise AI Agent is designed to handle customer service interactions autonomously across digital channels, escalating only complex cases to human agents. The platform supports code-switching between Arabic and English and is intended to address the linguistic and cultural complexity of customer interactions across markets.

Compliance and certifications

Lucidya holds the following compliance certifications and alignments:

- ISO/IEC 27001:2022, certified in March 2025, covering information security management. [44]

- ISO/IEC 27701:2019, certified in February 2026, covering privacy information management.

- SOC 2 standards for data management.[45]

- Saudi National Cybersecurity Authority Essential Cybersecurity Controls and Cloud Cybersecurity Controls, with Lucidya describing itself as one of the first private-sector companies in Saudi Arabia to complete the audit. [46]

- Saudi Arabia's Personal Data Protection Law, administered by the Saudi Data and Artificial Intelligence Authority.[45]

- The European Union's General Data Protection Regulation (GDPR) for European customers.[45]

- Alignment with the United States National Institute of Standards and Technology Cybersecurity Framework, and compliance with US state-level privacy regulations including CCPA, CPRA, UCPA, CTDPA, CPA, and VCDPA.[clarification needed][45]


References

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