DLD and Microsoft Transform Customer Experience with AI

A major new partnership between the Dubai Land Department and Microsoft is set to fundamentally reshape how real estate services are delivered, introducing a smarter, more integrated customer journey. Announced at GITEX GLOBAL 2025, this collaboration leverages Microsoft Dynamics 365 CRM to create a unified platform that brings together every service channel, from call centers and email to social media, the official website, and the smart app. The goal is a seamless, comprehensive experience that simplifies processes for users, boosts satisfaction, and protects their rights.

This initiative marks a significant step forward for managing real estate services in Dubai. The system enhances service efficiency and response quality using intelligent automation that tracks requests, monitors performance indicators, and connects smoothly with all of the Department’s operational systems. Teams can now access a complete 360-degree view of each customer, supported by sophisticated data analytics and AI-driven recommendations. This leads to more effective decision-making, quicker responses to client needs, and the ability to anticipate future requirements.

The DLD and Microsoft partnership represents a quantum leap for the sector, turning operational data into strategic insights that improve transparency and performance. It further cements Dubai’s reputation as a global frontrunner in smart institutional transformation and integrated government services. Artificial intelligence now acts as a strategic partner in service design, helping to build a digital real estate ecosystem that supports the objectives of the Dubai Real Estate Sector Strategy 2033 and the Dubai Economic Agenda D33.

This project underscores DLD’s commitment to empowering the real estate community with proactive, seamless services and integrated data. Built on strong partnerships and advanced technological infrastructure, the approach ensures customer-centric services and an intelligent, continuously connected experience.

In a related development, DLD has introduced ‘Malik,’ an omni-channel chatbot service, adding a powerful new tool to Dubai’s real estate offerings. This technology delivers a unified and seamless support experience across customers’ preferred channels, such as WhatsApp, the official website, and the smart application. It provides instant, around-the-clock responses via text or voice messages, offering users greater flexibility and easier access to services and information.

Malik streamlines procedures, saving customers time and effort by placing them at the heart of the service journey. It ensures smooth, uninterrupted communication and full integration across all channels without any duplication of effort. During its initial phase, the assistant handles the most common inquiries accurately and promptly. Future plans include expanding its capabilities to manage the top ten real estate transactions digitally, covering payments, registrations, and data updates. This will reduce the burden on call centers by automating routine inquiries and transactions through smart, AI-powered interactions.

DLD is committed to continuously improving this service, with a roadmap that includes integrating Malik into the unified Customer Relationship Management system. This forms part of a broader strategy to develop a comprehensive service model where artificial intelligence becomes an everyday tool for enhancing the efficiency of government services. Through this forward-thinking approach, DLD reaffirms its pioneering role in driving the digital transformation of real estate services across the emirate, establishing a sustainable, world-class model defined by excellence, innovation, and leadership.

(Source: Economy Middle East)