Riyadh, Saudi Arabia: Lucidya, an AI-native customer experience management (CXM) platform, has announced the launch of its Enterprise AI Agent platform, marking a new phase of growth following its $30 million Series B funding round in 2025.
The funding round, one of the largest AI investments in the MENA region at the time, is supporting the company’s strategic expansion plans across the region, alongside continued innovation in its product portfolio.
The launch comes amid a broader shift among enterprises in the Middle East and North Africa from experimental use of artificial intelligence to large-scale operational deployment. Lucidya reported significant commercial momentum, achieving threefold sales growth in the fourth quarter of 2025 compared to the same period in 2024. The company also noted that new sales in Q4 2025 exceeded its total sales from its first six years of operations combined.
AI platform tailored for Arabic markets
Lucidya’s Enterprise AI Agent platform has been designed specifically for Arabic-speaking markets, addressing gaps often found in global solutions that require adaptation for regional use.
The cloud-based platform is capable of detecting more than 15 Arabic dialects, including colloquial variations, with an accuracy rate exceeding 92%. It enables organizations to automate customer service operations across digital channels, while escalating more complex interactions to human teams.
Key features of the platform include autonomous resolution of customer queries, enterprise-grade governance and compliance controls, and built-in alignment with regional data protection frameworks, including Saudi Arabia’s Personal Data Protection Law (PDPL). The platform can also be deployed within a four to six-week timeframe.
Abdullah Asiri, CEO and Founder of Lucidya, said the region is entering a new phase of AI adoption.
“Enterprises across MENA are moving beyond experimentation and operationalising AI at scale. There is a growing need for solutions that are built specifically for Arabic markets and understand local language, culture, and regulatory requirements,” he said.
Driving operational efficiency and customer engagement
According to the company, the platform is designed to handle thousands of customer interactions simultaneously, providing 24/7 support with near-instant response times.
Businesses using the solution can reduce customer service costs by up to 70% and achieve first-contact resolution rates exceeding 90%.
The platform also enables organizations to convert customer interactions into actionable insights through real-time data capture, supporting more informed decision-making across business functions.
Lucidya said the solution is aligned with regional digital transformation initiatives and addresses ongoing talent shortages in customer service by enabling human agents to focus on more complex and high-value tasks.
Expansion across the GCC
To support increasing demand, Lucidya is expanding its regional presence by opening its first GCC sales office outside Saudi Arabia. The move is aimed at strengthening engagement with enterprise clients across the wider MENA region.
The company is targeting growth within the region’s customer relationship management (CRM) market, which is projected to reach $4.6 billion. It is also continuing to build partnerships with regional and international organisations, including Infobip, Atlas Crisis, Lithe, and Ithra.
Increased investment in AI and product development
As part of its growth strategy, Lucidya is increasing its investment in research and development by 40%, with a focus on expanding its AI-driven CX capabilities.
Building on its existing suite of tools, which includes social listening, customer feedback management, and media monitoring, the company plans to introduce additional solutions in 2026. These include a unified case and ticketing management system and an AI-powered marketing automation platform designed to support campaign execution and performance tracking across multiple channels.
Asiri added that AI is expected to play a more central role in customer experience strategies across the region.
“AI will increasingly operate alongside human teams across every customer touchpoint. Our focus is on enabling organizations in MENA to deliver scalable, culturally relevant customer experiences with precision,” he said.
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