The hidden cost behind your support backlog
The hidden cost behind your support backlog
It’s never been easier to reach support: 24/7 chatbots, helpful agents, faster responses. So why do simple support tickets still take multiple touches to close and rack up hidden cost?
Hear it directly from our CEO, Abdullah Asiri.
Customer support is the department customers work hardest to avoid.
It’s the errand that stays at the bottom of the to-do list because customers are bracing for the process: repeating context, waiting in limbo, and being passed from one hand to another. In that waiting, the cost lands on everyone.
For the customer: It costs a "hidden tax" of lost time, mental energy, and the headache of repeating the same story to three different agents.
For the business: It’s a thankless compounding bill that shows up as higher cost-to-serve, more escalations, longer handle times, and churn risk.
If support is a backlog you keep refinancing, you need to know what’s driving the interest.
Name the issue.
We often treat Customer Effort Score (CES) and Cost-to-Serve as separate line items, until customers start jumping through hoops for answers, and your team ends up right there with them.
68% of companies are already in this high-effort trap (Gartner): rising costs, exhausted teams, and customers rethinking the value of staying.
Diagnose the cause.
Run through these five questions with your team.
Where do handoffs happen most?
Where does the customer repeat themselves?
What requires an approval before action can be taken?
What systems are disconnected?
What percentage of your tickets are status checks vs. true exceptions?
The higher your score on questions 1–4, the higher your tax rate. The higher your score on question 5, the bigger the opportunity to cut it.
See it resolved in practice.
Damac. Viola. These teams moved the AI agent from pilot to clear ROI on effort and cost: tickets 20,000 to 2,000, DSO 75 to 25 days, and 15% of a 1.2B AED portfolio handled autonomously. We dug into the operating model behind these results and shared what unlocked scale and the guardrails that kept it on track.
Watch the Lucidya AI Agent Showcase →
Fix the low‑risk first.
Our recent poll found that 74% of you are already comfortable letting AI agents handle low-risk, transactional tasks.
That's not a small start. that's where the Effort Tax gets cut first.
Want to automate without losing the steering wheel? Here’s a grounded explainer on how agentic AI can operate inside support workflows with clear decision ownership, especially so actions stay accountable.
Customer support is the department customers work hardest to avoid.
It’s the errand that stays at the bottom of the to-do list because customers are bracing for the process: repeating context, waiting in limbo, and being passed from one hand to another. In that waiting, the cost lands on everyone.
For the customer: It costs a "hidden tax" of lost time, mental energy, and the headache of repeating the same story to three different agents.
For the business: It’s a thankless compounding bill that shows up as higher cost-to-serve, more escalations, longer handle times, and churn risk.
If support is a backlog you keep refinancing, you need to know what’s driving the interest.
Name the issue.
We often treat Customer Effort Score (CES) and Cost-to-Serve as separate line items, until customers start jumping through hoops for answers, and your team ends up right there with them.
68% of companies are already in this high-effort trap (Gartner): rising costs, exhausted teams, and customers rethinking the value of staying.
Diagnose the cause.
Run through these five questions with your team.
Where do handoffs happen most?
Where does the customer repeat themselves?
What requires an approval before action can be taken?
What systems are disconnected?
What percentage of your tickets are status checks vs. true exceptions?
The higher your score on questions 1–4, the higher your tax rate. The higher your score on question 5, the bigger the opportunity to cut it.
See it resolved in practice.
Damac. Viola. These teams moved the AI agent from pilot to clear ROI on effort and cost: tickets 20,000 to 2,000, DSO 75 to 25 days, and 15% of a 1.2B AED portfolio handled autonomously. We dug into the operating model behind these results and shared what unlocked scale and the guardrails that kept it on track.
Watch the Lucidya AI Agent Showcase →
Fix the low‑risk first.
Our recent poll found that 74% of you are already comfortable letting AI agents handle low-risk, transactional tasks.
That's not a small start. that's where the Effort Tax gets cut first.
Want to automate without losing the steering wheel? Here’s a grounded explainer on how agentic AI can operate inside support workflows with clear decision ownership, especially so actions stay accountable.
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Read more
AI perspectives
Asiri on why the region's most powerful AI Agent is also its most governed
“AI will increasingly operate alongside human teams across every customer touchpoint. Our focus is on enabling organizations in MENA to deliver scalable, culturally relevant CX with precision.”
Download now
Brain boosters
Battle of the delivery apps in Ramadan: Top UAE players go head-to-head for the "Top Choice" title
Lucidya followed what happened around Talabat, Deliveroo, Careem, and Keeta across X and media outlets, tracking how sentiment behaved when the stakes were highest.
Read more
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De-influencing is when creators tell followers what not to buy, building trust while fueling reputational risk as AI search surfaces that negativity. Real-time social listening helps brands catch it.
Learn more
What's new
Stay secure with real-time activity webhooks
Automatically push near real-time user activity logs to your SIEM system for enhanced security monitoring and compliance. This secure, JSON-structured feed includes all audit data and platform actions.
Watch now
Events
Chat ends here. Autonomous resolution begins.
Discover how customer support moves beyond optimizing conversations with faster replies and smarter bots to the next phase: autonomous resolution.
Read more
AI perspectives
Agentic AI is not about intelligence. It’s about control.
Most agentic AI conversations focus on automation rates and resolution speed. Very few focus on what happens when the system acts on something it shouldn't.
Read more
AI perspectives
How KSA’s Lucidya is reframing customer service with its enterprise AI Agent
"Conversation doesn’t create value. Resolution does." Asiri reflects on why customer experience still breaks down, even as response times improve.
Dive in
Brain boosters
Qualtrics’ 2026 consumer experience trends report
Discover what’s shaping 2026 CX trends, from low direct feedback rates to AI adoption, service expectations, and the growing demand for clearer data transparency.
Watch now
Events
Resolve 85% of customer cases autonomously with full governance
See what customer service looks like when AI goes beyond answering questions to executing approved actions and resolving cases end-to-end inside your enterprise systems.
Listen now
Brain boosters
HBR podcast | Smart leaders don’t lead like they used to
Asiri breaks down the traits that define effective leadership today, from sharper decision-making to talent selection, accountability, and the mindsets managers need to stay competitive.
AI perspectives
How a Saudi insurance company hit 93% autonomous resolution with our AI Agent
A leading Saudi insurance company resolved 93% of customer cases with Lucidya’s AI Agent, achieving 7x ROI in under a year and reducing ticket cost from $15–25 to $2–5.
Watch now
Events
Deliver instant customer complaint resolutions with our new Ticketing System
Learn how to turn social complaints into support tickets and manage them in one end-to-end workflow with clear ownership, faster handoffs, and full visibility.
Register now
What's new
Google My Business, now inside OmniServe.
Google reviews now land into your OmniServe inbox for faster replies, with the same tools you use on social: auto-replies, saved responses, and workflows.
Learn more
AI perspectives
Agentic AI needs guardrails: Autonomy without accountability is liability
As AI moves deeper into enterprise systems, the focus shifts to control, ownership, and traceability. Every action needs boundaries, and every decision needs a record.
Read more
AI perspectives
Asiri on why the region's most powerful AI Agent is also its most governed
“AI will increasingly operate alongside human teams across every customer touchpoint. Our focus is on enabling organizations in MENA to deliver scalable, culturally relevant CX with precision.”
Read more
Brain boosters
Battle of the delivery apps in Ramadan: Top UAE players go head-to-head for the "Top Choice" title
Lucidya followed what happened around Talabat, Deliveroo, Careem, and Keeta across X and media outlets, tracking how sentiment behaved when the stakes were highest.
Download now
Brain boosters
De-influencing: your brand’s next reputation threat and how to avoid it
De-influencing is when creators tell followers what not to buy, building trust while fueling reputational risk as AI search surfaces that negativity. Real-time social listening helps brands catch it.
Read more
What's new
Stay secure with real-time activity webhooks
Automatically push near real-time user activity logs to your SIEM system for enhanced security monitoring and compliance. This secure, JSON-structured feed includes all audit data and platform actions.
Learn more
Events
Chat ends here. Autonomous resolution begins.
Discover how customer support moves beyond optimizing conversations with faster replies and smarter bots to the next phase: autonomous resolution.
Watch now
AI perspectives
Agentic AI is not about intelligence. It’s about control.
Most agentic AI conversations focus on automation rates and resolution speed. Very few focus on what happens when the system acts on something it shouldn't.
Read more
AI perspectives
How KSA’s Lucidya is reframing customer service with its enterprise AI Agent
"Conversation doesn’t create value. Resolution does." Asiri reflects on why customer experience still breaks down, even as response times improve.
Read more
Brain boosters
Qualtrics’ 2026 consumer experience trends report
Discover what’s shaping 2026 CX trends, from low direct feedback rates to AI adoption, service expectations, and the growing demand for clearer data transparency.
Dive in
Events
Resolve 85% of customer cases autonomously with full governance
See what customer service looks like when AI goes beyond answering questions to executing approved actions and resolving cases end-to-end inside your enterprise systems.
Watch now
Brain boosters
HBR podcast | Smart leaders don’t lead like they used to
Asiri breaks down the traits that define effective leadership today, from sharper decision-making to talent selection, accountability, and the mindsets managers need to stay competitive.
Listen now
Autonomously resolve 85% of customer support cases at a fraction of the cost.
Autonomously resolve 85% of customer support cases at a fraction of the cost.
Autonomously resolve 85% of customer support cases at a fraction of the cost.
We've launched Lucidya's AI Agent. Move beyond chatbots and deploy AI agents that understand context, make decisions, and execute real actions across your systems, delivering faster resolution and measurable cost savings.
We've launched Lucidya's AI Agent. Move beyond chatbots and deploy AI agents that understand context, make decisions, and execute real actions across your systems, delivering faster resolution and measurable cost savings.
Cases resolved without human touch
Cases resolved without human touch
Policy compliance
Policy compliance
Native CX integrations
Native CX integrations
Replace manual support with AI Agents
Replace manual support with AI Agents
Replace manual support with AI Agents
AI Agent customers see ROI from week one, and the curve only gets steeper as AI Agent learns from every conversation.
AI Agent customers see ROI from week one, and the curve only gets steeper as AI Agent learns from every conversation.
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