Frequently asked questions

Lucidya unifies customer feedback from social media, live chat, review platforms, and surveys into a single platform, giving logistics teams real-time visibility into complaints, delivery concerns, and sentiment trends. Teams can identify recurring service failures, respond to customer frustration before it escalates publicly, and track satisfaction scores across different delivery routes, regions, and service tiers simultaneously.

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 Arabic and English channels. 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, all with native Arabic AI that accurately captures sentiment across 17 dialects.

Lucidya AI Agent handles billing inquiries including dispute resolution, credit application, and payment method updates. It manages order tracking with real-time delivery updates and proactive issue resolution. It processes account changes including plan upgrades, address updates, and profile modifications. It handles complaint resolution with empathy and policy-governed actions, manages subscription changes including pause, cancel, and modify with retention offers, and processes refund requests by validating eligibility, executing transactions, and confirming completion, all without human intervention.

Lucidya monitors X (Twitter), Instagram, Facebook, and YouTube comments across Arabic and English content. All platforms include native Arabic dialect detection, meaning sentiment and tone are accurately identified across 17 Arabic dialects rather than defaulting to Modern Standard Arabic, which misses the nuance of how people actually communicate on social media across different Gulf and MENA markets.

Lucidya surveys can be embedded directly on websites, shared via QR codes, distributed by email, or delivered through WhatsApp, which is the primary messaging channel for customer communication across Saudi Arabia and the Gulf. 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.

Social Listening tracks consumer conversations happening on social media platforms like X, Instagram, Facebook, and YouTube. Media Monitoring focuses on earned media coverage including news articles, online publications, blogs, and broadcast media. The two products complement each other — 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 simultaneously.

No. Lucidya's core platform including 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 the core platform 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.

Every OmniServe seat includes two powerful AI tools built directly into your workflow. AI Co-pilot provides smart suggestions while your agents work, recommending responses, detecting sentiment, and surfacing relevant customer history to help agents reply faster and more accurately. AI Agent can handle routine customer conversations autonomously, resolving common questions 24/7 without human intervention while seamlessly escalating complex issues to your team. Both AI capabilities run in your live environment from day one, learning from your brand voice and customer interactions to deliver personalized, on-brand experiences at scale. The AI works alongside your team, not instead of it, amplifying productivity while maintaining the human touch when it matters most

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 and unifies data across six channel categories. Social media includes X (Twitter), Instagram, Facebook, YouTube, TikTok, and Snapchat public accounts via native ingestion and APIs. Media covers news sites, blogs, and forums through crawlers and APIs. Reviews are tracked through Google Reviews via API integration. Messaging channels include WhatsApp via official API integration, email via SMTP, and social DMs across platforms. Live chat is handled natively through OmniServe. Voice and call center data is ingested via API integration. Survey and website feedback is collected through Lucidya's native Survey product and embedded website scripts.

The best social listening tools for Arabic markets are those that understand Arabic at a dialect level rather than relying on translation from English. Critical capabilities include native Arabic NLP, support for Gulf, Levantine, Egyptian, and Maghrebi dialects, real-time monitoring across Arabic social media channels, and sentiment analysis that accounts for Arabic cultural context. Generic global tools consistently underperform for Arabic content because their models are not trained natively on Arabic language data.

Lucidya's sentiment analysis reaches 92% accuracy in both Arabic and English, with native understanding of 17 Arabic dialects across eight dialect groups — Modern Standard Arabic, Saudi Arabic (Najdi, Hijazi, and other regional variations), Yemeni Arabic, Khaleeji Arabic (Emirati, Bahraini, and Kuwaiti), Egyptian Arabic, Shami Arabic (Palestinian, Syrian, and Lebanese), Maghrebi Arabic (Moroccan, Libyan, and Algerian), and Iraqi Arabic. This means marketing teams can accurately measure how audiences in Saudi Arabia, UAE, Egypt, and across the Gulf are responding to campaigns, without the misinterpretations that come from generic Western tools attempting to process Arabic content.

Lucidya's AI Agent handles thousands of simultaneous conversations autonomously, detecting tone, urgency, and intent to automate routine replies and route complex issues to the right human agent. It provides agents with full customer context before they respond, reducing handling time and improving resolution rates.

Lucidya continuously monitors sentiment, engagement patterns, and behavioral signals across social, media, and survey channels. Teams can track how audience preferences evolve across different markets, demographics, and time periods, including real-time changes during high-impact events like Ramadan, Eid, or major regional announcements.

Lucidya unifies traveler data from social media, surveys, and customer support interactions to build complete profiles of guest preferences, complaints, and sentiment. Travel brands can use these insights to refine loyalty programs, personalize offers by traveler segment, and identify the specific friction points causing churn, particularly during high-traffic periods like Ramadan, Eid, and Saudi National Day when traveler expectations peak.