Dubai Land Department Elevates Customer Experience with Unified AI-Powered Microsoft Solutions
Dubai Land Department has introduced a unified customer relationship management system powered by Microsoft Dynamics 365 CRM. The platform uses artificial intelligence and automation to enhance customer interactions and simplify service delivery. Announced during GITEX Global 2025, this initiative marks a major step toward seamless digital transformation by connecting all service channels from call centers and social media to the smart app and website into one integrated system. Consequently, it improves customer satisfaction, protects their rights, and strengthens operational efficiency.
Through intelligent automation, the system tracks service requests, monitors performance indicators, and synchronizes data across all internal operations. Moreover, teams can now access a 360-degree view of each customer using AI-driven analytics. This comprehensive insight allows faster decision-making and better anticipation of customer needs. As a result, operational data transforms into strategic actions that enhance transparency, efficiency, and responsiveness. The initiative supports the goals of the Dubai Real Estate Sector Strategy 2033 and the Dubai Economic Agenda D33, both of which aim to solidify the city’s position as a global leader in smart governance and innovation.
AI-Driven Insights Empowering the Real Estate Community
The data-powered system offers an intelligent ecosystem that redefines service management in real estate. Using predictive analytics and automation, it streamlines processes while ensuring that decision-makers can act based on real-time insights. This transformation leads to a more proactive and seamless service environment. Additionally, the initiative reflects a commitment to empowering the real estate community through connected data, digital partnerships, and strong infrastructure. It ensures that services remain customer-centric, transparent, and efficient.
By integrating advanced analytics, the system strengthens institutional performance and helps Dubai maintain its leadership in innovative governance. The new approach also encourages collaboration and knowledge sharing within the sector, ultimately supporting the creation of a sustainable and tech-driven real estate market.
‘Malik’: An Intelligent Omni-Channel Chatbot
In alignment with this vision, Dubai Land Department launched “Malik,” an AI-powered chatbot that delivers unified customer support across WhatsApp, the website, and the smart app. Available 24/7, it provides instant, accurate responses through text and voice, offering users unmatched accessibility. Furthermore, Malik streamlines processes, reduces wait times, and minimizes the need for call center intervention by automating frequent inquiries. In its initial phase, the assistant answers common questions precisely, and in future updates, it will handle digital transactions such as payments, registrations, and data updates.
The department also plans to integrate Malik into the unified CRM system, ensuring full synchronization across all service channels. This step reinforces the role of artificial intelligence as an essential tool in daily operations and customer engagement. Ultimately, the initiative sets a new benchmark for digital excellence and positions Dubai’s real estate services as a world-class model of innovation, efficiency, and customer experience.
