Lucidya unifies customer conversations from live chat, email, social media, surveys, and call logs into a single platform, giving banking teams real-time visibility into complaints, sentiment trends, and service gaps across every channel without switching tools. Because OmniServe connects directly to Profiles, agents see each customer's full history before responding, interaction records, sentiment over time, product usage signals, and behavioral patterns. Teams can respond faster, identify recurring friction points causing customers to switch providers or reduce engagement, and track satisfaction trends over time to improve processes rather than just resolve individual cases.

Lucidya unifies guest feedback from online reviews, social media, live chat, and surveys into a single platform, giving hospitality teams a real-time view of what guests are saying across every touchpoint without switching tools. Teams can identify recurring complaints by category, room quality, food service, wait times, staff responsiveness, track satisfaction trends over time, and respond to negative feedback before it spreads publicly. Because OmniServe connects directly to Profiles, the team handling a guest complaint sees that guest's full history, previous stays, sentiment signals, stated preferences, not just the current message.

Lucidya unifies customer feedback from social media, live chat, review platforms (such as eBay Seller, eBay Item, Goodreads AliExpress and Google Shopping) and surveys into a single platform, giving logistics teams real-time visibility into complaints, delivery concerns, and sentiment trends across every channel without switching tools. Teams can identify recurring service failures by route, region, delivery partner, or time window, moving from anecdotal feedback to data-driven operational decisions. Because OmniServe connects directly to Profiles, agents handling customer complaints see the full interaction history before responding, reducing handling time and improving first contact resolution rates.

Lucidya unifies citizen feedback from social media, government service channels, and surveys into a single platform, giving public sector teams real-time visibility into complaints, sentiment trends, and service gaps across every channel without switching tools. Agencies can identify recurring issues in specific services or regions, track satisfaction scores over time, and measure the impact of service improvements on citizen perception. Because social listening, media monitoring, and survey data share the same platform, teams see the complete picture of citizen sentiment, what people say in structured feedback and what they say organically in public channels, rather than either in isolation.

Lucidya's Professional Services team designs and implements command centers for organizations that need real-time visibility into brand sentiment, customer feedback, or crisis communications at an operational level. This includes custom dashboard design, data source configuration, analyst support, and ongoing monitoring capabilities built around the specific needs of marketing, communications, or customer experience teams. Command centers are particularly relevant for organizations managing high-stakes moments, product launches, major events, crisis situations, or campaign activations, where real-time intelligence needs to reach decision makers immediately rather than through scheduled reports.

Lucidya's AI Agent handles routine customer inquiries autonomously, understanding intent and tone across Arabic and English without requiring manual intervention. When a query exceeds the AI Agent's scope or requires human judgment, it escalates automatically to a human agent with the full conversation context already loaded, so customers never have to repeat themselves during the handoff. In well-configured deployments, the AI Agent resolves over 80% of eligible interactions without human involvement. At a well known insurance provider, it resolved 3,365 cases autonomously across a five-month period, avoiding approximately 6,000 agent hours and delivering an estimated 7x ROI within the first month. Governance is built in by default, role-based access controls, PII masking, approval workflows, full audit logs, and a kill switch for instant shutdown.

A CRM stores contact information and transaction history. Lucidya Profiles goes significantly further by adding real-time behavioral data, sentiment signals, social listening activity, and support interaction history to each customer record. This means teams don't just know who a customer is, they understand how that customer feels about the brand right now, what topics they care about, and what signals suggest they are at risk of churning. A CRM tells you a customer renewed last year. Profiles tells you their sentiment has been declining for three months and their engagement pattern matches customers who typically churn before renewal, giving teams time to act rather than react.

Lucidya AI Agent handles a broad range of structured customer service cases without human intervention: Billing: Dispute resolution, credit application, and payment method updates Order tracking: Real-time delivery updates and proactive issue resolution Account changes: Plan upgrades, address updates, and profile modifications Complaint resolution: Empathy-aware responses with policy-governed actions Subscription management: Pause, cancel, and modify with retention offers Refund processing: Eligibility validation, transaction execution, and confirmation The common thread is structured intent, cases where the resolution path can be defined by policy and executed against connected enterprise systems. As containment rates build through the launch phase, intent coverage expands.

Lucidya monitors X (Twitter), Instagram, Facebook, Snapchat and YouTube across English and Arabic content. All platforms include native sentiment detection, meaning tone and sentiment are accurately identified based on how people actually communicate, including colloquial language, regional expressions, and dialect variation, rather than defaulting to formal written language that misses how most social media conversations actually sound. For brands operating in Arabic-speaking markets, this includes native understanding across 17 Arabic dialects rather than treating Arabic as a single uniform language, a distinction that significantly affects sentiment accuracy for Gulf, Egyptian, Levantine, and North African audiences.

Lucidya surveys can be embedded directly on websites, shared via QR codes, distributed by email, or delivered through WhatsApp. Post-interaction CSAT and NPS flows are also fully supported, allowing automatic survey delivery immediately after customer service interactions across any channel managed through OmniServe. Multi-channel distribution means feedback collection meets customers where they are rather than requiring them to find a survey link, which significantly improves response rates, particularly for post-interaction feedback where timing matters.

Lucidya supports 17 Arabic dialects across eight major dialect groups, Modern Standard Arabic, Saudi Arabic (Najdi, Hijazi), Khaleeji Arabic (Emirati, Bahraini, Kuwaiti), Egyptian Arabic, Shami Arabic (Palestinian, Syrian, Lebanese), Maghrebi Arabic (Moroccan, Libyan, Algerian), Yemeni Arabic, and Iraqi Arabic. This matters for any brand operating across Arabic-speaking markets because dialect variation is not minor, vocabulary, tone markers, and sentiment signals differ substantially between Gulf Arabic and Egyptian Arabic, for example. A tool treating all Arabic as a single language class produces averaged, inaccurate sentiment data rather than reliable intelligence by market.

Social Listening tracks consumer conversations on social media platforms, X, Instagram, Facebook, and YouTube. Media Monitoring focuses on earned media coverage, news articles, online publications, blogs, and broadcast media. The two products complement each other rather than overlap. Social Listening shows what the public is saying. Media Monitoring shows what journalists and publications are reporting. Used together they give communications and PR teams a complete picture of how both press coverage and public conversation are shaping brand perception, in one platform rather than across separate tools. This combined view matters because brand stories rarely stay in one channel. A customer complaint that trends on social can become a news story within hours. A news article can trigger a social conversation that the social listening tool catches first. Teams monitoring both in one platform see the full narrative as it develops.

No. Lucidya's core platform, Social Listening, OmniServe, Profiles, Survey, AI Agent, and Media Monitoring, operates fully without any add-ons. Add-ons are designed for enterprises with specific needs that go beyond core capabilities, such as organizations that need broadcast media monitoring, voice interaction analysis, or custom executive reporting that the standard platform does not cover out of the box.

Lucidya pricing is influenced by five main factors: the number of platform modules included Social Listening, OmniServe, Profiles, Survey, AI Agent, and Media Monitoring; the data sources connected including social channels, broadcast media, or call systems; monthly data volume processed across those sources; the number of user seats required; and whether add-ons like Command Center, Call Analytics, or TV and Radio Monitoring are included. Organizations can start with the modules most relevant to their immediate needs and expand over time.

Lucidya stores data on secure cloud infrastructure with regional hosting options available for organizations that require data to remain within specific geographic boundaries. Enterprises with data residency requirements can opt for locally hosted deployments that keep all customer and operational data within their approved jurisdiction — without compromising platform functionality. For organizations in Saudi Arabia specifically, in-Kingdom hosting options satisfy PDPL and SDAIA data sovereignty requirements.

Yes. OmniServe is built to work with your existing tech stack. Growth and Enterprise plans include full API access, allowing you to connect OmniServe with your CRM, helpdesk, data warehouse, or custom applications. You can push customer data, tickets, and conversation history to other systems, or pull external data into OmniServe to give agents complete context. The platform also supports webhooks for real-time event notifications and custom integrations. Whether you need to sync customer profiles with Salesforce, trigger workflows in Zapier, or feed analytics into your BI tools, OmniServe's flexible integration capabilities ensure it fits seamlessly into your operations without forcing you to rebuild existing processes.

Basic is ideal for brands starting their social listening journey, with core monitoring across major social platforms. Professional adds advanced analytics, trend discovery, and expanded coverage including news and blogs. Enterprise provides the full suite, including deep insights, benchmarking, historical data access, managed account integrations, and comprehensive review site monitoring across 21+ platforms.

Lucidya monitors brand mentions and sentiment across the full range of channels where brand reputation is built and damaged: Social media: X (Twitter), Instagram, Facebook, YouTube, TikTok, and Snapchat News and media: 1,600+ online news sites, blogs, forums, print publications, TV, and radio Reviews: Google Reviews and public reviews across 21 channels. Messaging: Live chat, e-mail, WhatsApp and social DMs Real-time alerts notify teams the moment sentiment shifts or a potential reputation issue emerges, with the ability to configure alerts by sentiment severity rather than just mention volume, so high-impact negative signals surface before they escalate into full crises. The combination of social and traditional media monitoring in one platform matters for reputation management specifically, because brand issues rarely stay in one channel. A complaint that starts on X can be picked up by a journalist and appear in news coverage within hours. Teams monitoring only social channels catch that transition late.

Lucidya's AI Agent resolves customer cases end-to-end across WhatsApp, social media, email, and live chat, autonomously, without human involvement for routine interactions. It detects tone, urgency, and intent to determine whether a case can be resolved automatically or needs to be escalated, and when it escalates, it passes the full case context to the human agent so they don't start from scratch. In well-configured deployments, the AI Agent resolves over 80% of eligible interactions autonomously. At a well known insurance provider in the MENA region, it resolved 3,365 cases without human involvement across a five-month period, avoiding approximately 6,000 agent hours and delivering an estimated 7x ROI within the first month. Governance is built in by default, role-based access controls, PII masking, approval workflows, full audit logs, and a kill switch for instant shutdown. For regulated industries, these are not optional configurations.

Lucidya continuously monitors sentiment, engagement patterns, and behavioral signals across social, media, and survey channels, building a longitudinal view of how audience preferences evolve rather than just snapshots. Teams can track how sentiment around specific topics, products, or campaigns changes over weeks and months, segment that data by demographic or channel, and correlate behavioral shifts with external events. This is particularly useful for campaign planning, understanding how audience sentiment moves during high-impact periods, product launches, or market events gives teams the context to time and frame campaigns more accurately than competitive benchmarking alone provides.

Lucidya builds unified traveler profiles by combining data from social media, surveys, customer support interactions, and behavioral signals, giving brands a complete view of each guest's preferences, complaints, and sentiment history rather than isolated transaction records. Travel brands can use these profiles to identify the specific friction points causing churn, segment travelers by behavior and preference for personalized offers, and track how loyalty program sentiment evolves over time. Because the data comes from both solicited feedback (surveys) and unsolicited signals (social mentions, service interactions), the picture is more complete than survey data alone. For brands operating during high-demand periods, peak seasons, major events, or market-specific holidays, Lucidya surfaces behavioral signals weeks before volume spikes, giving teams time to prepare rather than react.

Lucidya unifies policyholder conversations from live chat, email, social media, and call logs into a single platform, giving customer service teams real-time visibility into concerns, complaints, and sentiment across every channel without switching tools. Because OmniServe connects directly to Profiles, agents see each policyholder's full history before they respond, interaction records, sentiment over time, and behavioral signals, not just the current message. This reduces handling time, improves first contact resolution, and makes personalized responses possible at volume. Teams can also track satisfaction trends over time to identify systemic issues rather than just resolving individual cases.

Lucidya unifies customer conversations from live chat, email, social media, surveys, and call logs into a single platform, giving banking teams real-time visibility into complaints, sentiment trends, and service gaps across every channel without switching tools. Because OmniServe connects directly to Profiles, agents see each customer's full history before responding, interaction records, sentiment over time, product usage signals, and behavioral patterns. Teams can respond faster, identify recurring friction points causing customers to switch providers or reduce engagement, and track satisfaction trends over time to improve processes rather than just resolve individual cases.

Lucidya unifies guest feedback from online reviews, social media, live chat, and surveys into a single platform, giving hospitality teams a real-time view of what guests are saying across every touchpoint without switching tools. Teams can identify recurring complaints by category, room quality, food service, wait times, staff responsiveness, track satisfaction trends over time, and respond to negative feedback before it spreads publicly. Because OmniServe connects directly to Profiles, the team handling a guest complaint sees that guest's full history, previous stays, sentiment signals, stated preferences, not just the current message.

Lucidya unifies customer feedback from social media, live chat, review platforms (such as eBay Seller, eBay Item, Goodreads AliExpress and Google Shopping) and surveys into a single platform, giving logistics teams real-time visibility into complaints, delivery concerns, and sentiment trends across every channel without switching tools. Teams can identify recurring service failures by route, region, delivery partner, or time window, moving from anecdotal feedback to data-driven operational decisions. Because OmniServe connects directly to Profiles, agents handling customer complaints see the full interaction history before responding, reducing handling time and improving first contact resolution rates.