Credit: Arageek
Dubai parking operator Parkin wins a Gold Stevie Award for its AI-powered customer service transformation across the city’s public parking network.
The award recognizes the companies’ AI-driven customer service transformation project, aimed at modernizing customer engagement across Dubai’s paid public parking network.
The initiative, titled “Redefining Citizen Experience: Parkin’s AI-Enabled Service Transformation,” introduced an integrated contact center and customer relationship management system built on Microsoft technologies, including Dynamics 365 Customer Service and the Omnichannel Hub.
According to the companies, the platform connects customer interactions across chat, voice, and digital channels through a unified system designed to improve response efficiency and service quality.
The deployment also includes generative AI-powered chatbots, intelligent case routing, automated outbound communication, and real-time analytics capabilities.
The company said more than half of its text-based customer interactions are now handled through AI systems, while self-service transactions are completed significantly faster compared to traditional service channels.
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Eng. Ahmed Al Zaabi, Director of Technology and Innovation at Parkin, said the project forms part of the company’s broader strategy to improve customer experience through digitally enabled urban mobility services.
Khurram Majeed, General Manager for Middle East and Africa at Systems Limited, said the collaboration focused on building a scalable AI-powered engagement model for public sector operations.
It manages approximately 229,000 paid parking spaces across Dubai under a long-term concession agreement with the Roads and Transport Authority. The company said customers completed around 141 million parking transactions through its digital systems in 2025.
The award highlights growing adoption of AI-driven customer service technologies across the public sector and urban mobility services in the MENA region, as operators increasingly invest in automation, real-time analytics, and digital infrastructure to improve citizen engagement.
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Why Dubai’s Parkin Award Matters to MENA
The recognition awarded to Parkin highlights how artificial intelligence is becoming increasingly embedded in urban infrastructure and public services across the MENA region.
Cities across the Gulf are investing heavily in smart mobility, automation, and digital citizen services as part of broader smart city strategies.
The deployment also reflects growing demand for AI-driven customer engagement systems capable of managing large-scale public service operations more efficiently while improving user experience across transport and mobility networks.
Engagement
