How Perinton Improved Community Support with 24/7 Access

Even the best teams can’t create more hours in the day. The Town of Perinton, New York knows this well. With a population of 47,000 residents, the Building and Codes Department faced a constant stream of questions. Being limited to business hours meant phone calls and walk-ins regularly interrupted the work day, for both staff and residents. Over time, a gap formed between staff availability and the community’s need for timely support.

This case study looks at what changed when Perinton rethought how support is delivered with an AI Community Assistant. When access extended beyond office hours. When residents could get faster, clearer answers. And when staff could focus more of their time on the work that mattered most.

The ease of an AI community assistant

By shifting routine questions into a digital channel, Perinton reduced interruptions, eased staff workload, and improved the community experience. Hundreds of questions are now answered automatically each month, giving staff more time for work that requires their focused time and expertise.

The result is a calmer, more sustainable workflow for staff and clearer, faster guidance for the community.

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“Homeowners, especially, don’t have experience with building permits the way contractors do. Being able to pop open the chat and get directed instantly, any time of day, makes a huge difference.” — Greg Seigfred, Perinton Director of Building and Codes

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Inside the case study

In this case study, you’ll learn:

• Why limited office hours create friction for both staff and residents
• What a modern, end-to-end support experience looks like for residents
• How 24/7 access to accurate information changes community expectations
• How the smart application of AI can complement staff workflows without replacing human judgment
• The value of providing information online in support of digital intake and applications