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Lucidya Products and Solutions Overview
An overview of Lucidya's core products (Social Listening, Media Monitoring, OmniServe, Profiles, Survey, Ticketing, and AI Agent) and the add-ons, APIs, and integrations that extend the platform.
Lucidya's platform is made up of core products that each handle a specific part of customer experience management. All products share a single data layer, so insights and customer data flow between them without manual integration.
This article explains what each product does and how they connect.
Core Products
Social Listening
Monitors and analyzes conversations about your brand, competitors, and industry across social media, news, blogs, forums, and public review platforms. Sentiment analysis runs natively per language rather than translating to English first. Teams can track trends, measure share of voice, benchmark against competitors, and set up alerts for spikes or reputation risks.
Media Monitoring
Tracks brand and industry coverage across 1,600+ online news sources, blogs, forums, print media, and TV and radio broadcasts. Works alongside Social Listening to give teams a complete view of both social conversations and earned media coverage in one platform.
OmniServe
Centralizes customer conversations from X, Instagram, Facebook, WhatsApp, email, live chat, and voice into a unified inbox. Agents access full interaction history and customer context per conversation. Assignment, routing, SLA tracking, and escalation are all configurable.
Profiles
A customer data platform that builds unified profiles by connecting behavioral, sentiment, interaction, and demographic data from OmniServe and Surveys. Each profile captures the full history of how a customer has engaged across channels.
Survey
Creates and distributes surveys in Arabic and English. AI-powered analysis runs sentiment detection on open-text responses, and the Insights Page provides breakdowns by response volume, sentiment trends, NPS, and CSAT scores over time.
Ticketing
Gives teams a structured way to create, track, and resolve customer issues. Each ticket captures full context, status, and ownership so issues move through resolution consistently across teams.
AI Agent
Resolves customer service cases end to end autonomously across WhatsApp, social media, and other channels. Understands intent, accesses customer history, executes actions, and closes cases. Human escalation triggers only when the case genuinely requires it.
Add-Ons
The following extend the platform for specific use cases.
- Survey Panel: targeted research with demographic filtering by country, age, industry, and gender.
- TV and Radio Monitoring: broadcast media coverage tracking.
- Call Analytics: voice interaction analysis.
- Luci (AI Copilot): built-in AI assistant that analyzes data on your current screen and answers business questions in context.
- Custom Dashboards: tailored reporting layouts designed and maintained by Lucidya's Professional Services team.
API and Integrations
Lucidya provides APIs for Social Listening data extraction, real-time alert delivery via webhooks, and direct access to Lucidya's AI models for sentiment analysis, dialect recognition, and attribute identification. See How to Get Started with the Lucidya API for setup instructions.
For further assistance contact Lucidya Support.
Frequently asked questions
Yes. Each product can be deployed independently. However, when both are active, insights from Social Listening (such as sentiment trends or conversation spikes) are available alongside customer interaction data in OmniServe.
Social Listening tracks conversations on social media platforms. Media Monitoring tracks coverage across news sites, blogs, forums, print, TV, and radio. Both are available within the same platform and share the same analytics and alerting infrastructure.
Profiles are created automatically when a customer interacts for the first time through OmniServe or a Survey. Subsequent interactions update the existing profile continuously.
The AI Agent includes governance controls, role-based access, PII masking, audit trails, and a kill switch, so organizations can define exactly how much autonomy the agent has and when human escalation is required.