PayIt introduces Smart Guide, an AI-powered discovery tool designed to simplify access to government services and improve resident digital experiences.
PayIt has announced the launch of Smart Guide, an AI-powered service discovery tool designed to help residents find government services and information more easily across digital platforms.
Integrated within the PayIt resident experience dashboard, Smart Guide enables residents to use natural language queries to locate services, forms, and information without navigating complex agency websites or organisational structures.
According to PayIt, the feature is designed to improve resident experience, increase digital service completion, and reduce operational pressure on government support teams.
The company stated that agencies using Smart Guide have already reported measurable improvements in service accessibility and operational efficiency.
“With Smart Guide, we’re delivering an even more intuitive, resident-first experience in Grand Rapids. Residents can find and complete tasks easily, and we’re learning where confusion exists and how we can better serve our community,” said John Globensky, City Treasurer, Grand Rapids, Michigan.
Improving Digital Government Experiences
Residents can use Smart Guide to ask natural language questions, such as:
- “How do I pay a medical examiner’s fee?”
- “Do I need a sewer permit?”
- “How do I test my well water?”
The platform then connects users directly to the appropriate service, form, or official information source, without requiring them to know which department or website section to navigate to.
According to PayIt, Smart Guide is purpose-built for public-sector environments, with governance, trust, and accessibility built into the experience.
The company stated that the AI model is trained only on official government websites and policy content while directing residents exclusively to verified services and resources.
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Early Results Across Government Agencies
Smart Guide is already live across several PayIt government clients, including Anoka County, Minnesota; the City of Lansing, Michigan; and the City of Grand Rapids, Michigan.
According to PayIt, Anoka County reported within the first 60 days of deployment:
- A 30% reduction in support volume
- 20% of new service traffic driven by Smart Guide AI
Grand Rapids also reported that 80% of Smart Guide engagements were directed toward long-tail services, helping improve access across a broader range of government services rather than only high-visibility offerings.
“Throughout our partnership with PayIt, our goal has been to deliver the best possible experience to our residents, and we are proud to be early adopters of Smart Guide and its AI capabilities. Our residents are spending less time paying bills and ordering permits, and our staff is spending less time fielding support calls,” said Nicole Hegge, Senior Accounting Manager, Anoka County, Minnesota.
AI-Driven Government Service Modernisation
According to PayIt, Smart Guide also provides agencies with insights into what residents are searching for and where confusion or service discovery challenges exist.
The company stated that the feature is designed to support broader digital government transformation initiatives focused on operational efficiency, accessibility, and resident satisfaction.
“Our government clients are eager to embrace AI-powered solutions to drive better operating efficiency and modernise the resident experience, and Smart Guide delivers on both fronts from day one,” said Tom Nieto, President and Chief Operating Officer, PayIt.
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