Case Study: Anoka County reduces support volume with PayIt’s Smart Guide AI discovery

Anoka County cuts support volume 30% with PayIt

Anoka County faced the challenge of residents struggling to navigate its growing digital service catalog, leading to difficulty finding the correct services and an increased volume of support inquiries. To address this, the county partnered with vendor PayIt to implement its Smart Guide AI discovery solution.

PayIt's Smart Guide provided a natural-language search tool that directed residents instantly to the correct service or form. This solution resulted in a 30% reduction in support volume for Anoka County and drove 20% of all new service traffic. PayIt's tool also delivered the unexpected insight that residents preferred to search for services rather than scroll, accelerating access and increasing digital adoption.

Anoka County