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This shift is also changing how AI value is measured in customer support environments. Research from McKinsey indicates that the majority of AI’s economic impact comes from augmenting decision-making rather than eliminating roles, particularly in judgment-intensive functions. In practice, enterprises are finding the strongest returns where digital workers apply reasoning and contextual understanding to resolve customer needs autonomously, without constant human intervention.
As organizations experiment with autonomy at scale, a critical distinction is emerging between systems designed to execute decisions and those limited to orchestrating processes. The difference increasingly determines whether AI delivers sustained value or lags at pilot scale.
At the same time, failure rates remain high for enterprises pursuing automation without discipline. Reported analysis suggests that up to 95% of generative AI implementations in enterprise contexts fail to deliver measurable business value, largely due to poor integration with workflows, misalignment with business needs, and unrealistic expectations, not technological deficiency.
This understanding is driving a more deliberate approach to deploying autonomous digital workforces in customer support operations. Enterprise leaders are defining clear domains where AI can operate independently, and establishing accountability frameworks that allow autonomy to scale responsibly across customer interactions.
Lucidya is uniquely positioned to contribute to this conversation. As an AI-native CXM platform built from the ground up for enterprise environments, its capabilities emphasize autonomy, context, governance, and decision intelligence rather than surface-level automation. This foundation enables AI systems that enhance judgment while respecting linguistic nuance, cultural context, and enterprise standards of control.
Lucidya’s CEO and Founder, Abdullah Asiri will explore these ideas alongside industry peers during a panel discussion at Web Summit Qatar, taking place February 1–4, 2026 at the Doha Convention and Exhibition Center. The session, “AI as a multiplier, not a replacement,” will examine how AI is being applied across cognitive and physical domains, where autonomy adds value, and where intentional constraints remain essential for sustainable scale.
For media inquiries or interview requests, please contact:
dsalem@lucidya.com
About Lucidya
Lucidya is the leading AI-native platform for customer experience (CX) intelligence in the Arab world that manages entire customer lifecycles autonomously, from initial engagement through retention and growth.
With its unique Arabic NLU capabilities developed entirely in-house, it processes sentiment, intent, tone, and cultural context across 15 Arabic dialects with 92% accuracy and transforms them into real-time insights and actionable recommendations. It then acts autonomously through intelligent responses, workflow triggers, and immediate engagement, equipping marketing, support, CX, and research teams in large enterprises, government entities, and SMBs to deliver personalized, fast, and reliable experiences. Teams gain the ability to identify opportunities, prevent issues from escalating, and cultivate lasting customer relationships that drive measurable improvements in satisfaction, retention, and lifetime value.
Lucidya is fully compliant with regional and global data privacy regulations, including SDAIA PDPL as well as NCA's ECC and CCC in Saudi Arabia, GDPR for customers in the EU, and SOC2 for data management standards. The platform also adheres to NIST CSF for robust risk management practices and complies with key US data privacy laws including CCPA/CPRA. This commitment ensures secure, locally hosted infrastructure that keeps data in-region and protects customer data while delivering actionable insights at scale.
