Smart Guide

This quick video shows how Smart Guide routes residents to the right service from a plain-language search, cutting down on support calls.

How does Smart Guide help residents find the right government service?

What it does: Smart Guide routes residents to the right government service based on a plain-language search, reducing support calls and surfacing services residents would not otherwise find.

Early results from agency deployments: 30% reduction in support volume, 20% of new service traffic driven by search.

How it works: Residents type what they need, “pay property tax,” “sewer permit,” “renew my driver’s license”, and get a direct link to the correct service page. Smart Guide references only approved agency content. When no match is found, residents see a clear prompt to try a different search or browse available services. No long conversations, no open-internet results.

Government websites offer more services than ever — which makes finding the right one harder than it should be.

Smart Guide is an AI search tool built into PayIt’s resident experience. Instead of clicking through menus or guessing which department handles what, residents type what they need in plain language and get a direct link to the right service.

Here, a resident types “pay property tax” — Smart Guide routes them directly to the property tax page, where they complete the transaction in seconds.

Smart Guide also handles less obvious requests. A resident types “sewer permit” — and instead of hunting through department menus, they’re taken straight to the right page and complete the transaction without any back-and-forth.

And when a search doesn’t match an available service, residents see a clear message pointing them to try a different term or browse the full service catalog. No dead ends, no confusion.

For your agency, that means fewer support calls, faster task completion, and stronger traffic to services that previously went undiscovered.

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