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Dubai Land Department and Microsoft Launch AI-Powered CRM System

Staff Writer
Staff Writer
Oct. 15, 2025
Dubai Land Department partners with Microsoft to launch an AI-powered CRM system and ‘Malik’ chatbot, transforming real estate services through automation, analytics, and unified digital channels.
DLD and Microsoft redefine real estate with AI innovation.

Dubai, United Arab Emirates – October 15, 2025: The Dubai Land Department (DLD) has partnered with Microsoft to launch a unified, AI-powered customer relationship management (CRM) system that reimagines how real estate services are delivered across Dubai.

Unveiled under the theme “Where Unified Experience Meets Smart Digital Transformation” during GITEX Global 2025, the initiative brings together all DLD service channels, from call centres and email to social media, the website, and mobile app — into a single, seamless experience. The system is powered by Microsoft Dynamics 365 CRM, an intelligent platform that integrates artificial intelligence, data analytics, and automation to elevate customer engagement, improve response times, and ensure greater transparency.

Building a Unified and Intelligent Service Ecosystem

Through this collaboration, DLD introduces a fully connected infrastructure that links its operational systems in real time. The new CRM automates service tracking, monitors performance indicators, and anticipates customer needs through AI-powered recommendations.

“By unifying our service ecosystem, we are ensuring that every interaction between DLD and the public reflects efficiency, trust, and innovation,” said a DLD spokesperson. “This marks a new chapter in Dubai’s real estate evolution, where smart technologies empower people and reinforce confidence in the property market.”

The initiative also supports the Dubai Real Estate Sector Strategy 2033 and Dubai Economic Agenda D33, both aimed at enhancing competitiveness and cementing the emirate’s reputation as a global benchmark for digital transformation.

‘Malik’: DLD’s AI Assistant for Real Estate Services

As part of this strategic collaboration, DLD unveiled ‘Malik’, an omni-channel AI chatbot that provides real-time assistance across WhatsApp, the DLD website, and the smart app. Offering 24/7 responses via text and voice, Malik enables users to access instant answers, check service updates, and complete key procedures without human intervention.

The chatbot is designed to handle common inquiries in its initial phase, with future upgrades allowing it to process the top 10 real estate transactions — from payments and registrations to document updates. By doing so, Malik will significantly reduce the workload on call centres while ensuring smooth, uninterrupted customer journeys.

 Microsoft Dynamics 365 CRM systemThe Microsoft Dynamics 365 CRM system integrates AI and automation to unify Dubai Land Department’s service channels, enhancing transparency, efficiency, and customer satisfaction. (Image: Microsoft)

Driving the Future of Smart Real Estate Governance

DLD’s next phase will integrate Malik directly into the Microsoft Dynamics 365 CRM system, creating a unified AI ecosystem that connects every touchpoint across the Department. This ensures that customers experience consistent, data-driven service regardless of how they interact with DLD.

With this initiative, Dubai Land Department continues to lead the digital transformation of real estate governance, reinforcing its commitment to innovation, operational excellence, and sustainable growth through technology.