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Synergy partnered with Revelation helpdesk to design and implement AI features that were genuinely useful, seamlessly integrated, and fully secure. Revelation helpdesk is a powerful ticket management solution that helps organizations efficiently track, manage, and resolve IT and service requests. Learn more at  www.revelationhelpdesk.com . OVERVIEW: Revelation helpdesk, a leading ticket management platform, wanted to introduce AI features into its product — but without falling into the trap of adding AI “just because it’s the hot topic.” Their goal was to deliver capabilities that were genuinely useful, aligned with customer workflows, and secured within their existing Microsoft 365 environment. Synergy Corporate Technologies partnered with the Revelation helpdesk team to shape the AI strategy, design and integrate the right features, and ensure the solution met their high bar for privacy and compliance. Goals / Challenges: Revelation helpdesk knew AI could improve productivity for helpdesk teams, but the market was flooded with poorly executed integrations that: Introduced compliance risks by sending customer data to uncontrolled third-party systems. Added complexity to workflows instead of streamlining them. Delivered generic, low-value results that eroded trust. They wanted to take a measured, strategic approach — launching with capabilities that delivered immediate value while maintaining full control of customer data. Key goals included: AI should be intentional, not trendy  — success comes from targeted, high-value use cases. Security must be foundational  — keeping AI processing within the customer’s Microsoft 365 environment builds trust. Extensibility matters  — designing with the future in mind avoids costly rework. Solution/Approach: Synergy applied its AI Strategy Consulting and Custom Application Development expertise to design and deliver a tailored AI integration that was  useful, secure, and extensible . Key elements included: 1. Strategy First We began with collaborative workshops to define: Which AI use cases would have the most impact for helpdesk teams. How AI should integrate seamlessly into the existing Revelation Helpdesk UI and workflows. What security requirements had to be met from day one. 2. Secure by Design Synergy architected the AI features to run entirely within each customer’s  own Microsoft Azure AI instance , fully contained in their Microsoft 365 tenant. This ensured: No uncontrolled data sharing  — ticket data, as it relates to AI queries, never leaves the customer’s secure environment. Compliance with existing governance policies. Full customer control over AI enablement and configuration. 3. Practical AI Capabilities The initial release included two high-value features: Revelation AI Assist  – Context-aware ticket intelligence with five core modes: Ticket Summaries, Troubleshooting Tips, Draft Responses, Root Cause Hypotheses, and Sentiment Analysis. Customers can also  add custom system modes  using their own prompts. AI Edit  – Built-in communication refinement, letting users instantly adjust tone and length to be Professional, Concise, or Friendly. 4. Extensible Architecture We designed the integration so Revelation can add future capabilities — including system-wide AI assistance for global queries, SLA reporting, and ticket creation via natural language — without re-engineering the core platform. “ With Synergy’s guidance, we introduced AI that’s secure, purposeful, and actually makes our customers’ work easier — without ever putting their data at risk .” — Revelation helpdesk Product Team Revelation helpdesk's AI Assist feature in action - courtesy of Revelation helpdesk. The Results: Synergy’s AI expertise delivered a solution for the Revelation helpdesk team that was immediate and provided a solid foundation for future advancements within their platform. Key outcomes included: Improved Productivity  – Helpdesk agents can save 10–15 minutes per ticket on repetitive tasks like summarizing history and drafting responses. Stronger Security Posture  – AI adoption without sacrificing compliance or governance standards. Customer Trust  – Clear communication that AI features are secure, useful, and optional. Future-Ready Platform  – A foundation for expanding AI features in response to real customer needs. Today, Revelation helpdesk’s AI features are delivering measurable time savings, strengthening security confidence, and setting the stage for future innovations. INDUSTRY GEOGRAPHY CONSULTING software IT Service Management Software Global AI Services Custom Development Azure AI Open AI Ready to deliver AI that's secure and useful? At Synergy, we help organizations like Revelation helpdesk design and integrate AI solutions that work the way your teams do: secure, seamless, and aligned to your real-world workflows. Whether you’re adding AI to an existing platform or building new capabilities from the ground up, we’ll help you create practical, future-ready solutions that your customers can trust. Let’s put AI to work for your business — without the risks or the hype.

At Synergy, we see a lot of business leaders approaching AI with the same mindset that’s guided them for decades:  how do I make this faster and cheaper?  It’s the instinct Henry Ford baked into business thinking a century ago. But that instinct leads to a race to the bottom. And the problem with a race to the bottom is that you might win — or worse, come in second. AI gives us another path: the race to the top. The chance to create value, build trust, and design work worth talking about. Attention is Scarce — and AI is Reshaping Business Search once acted as the great attention funnel. Get found, get traffic, build your business. That era is fading. AI-driven tools and embedded answers mean attention is no longer “granted” by an algorithm — it’s earned when people talk about you. At Synergy, it’s our belief that organizations shouldn’t anchor their AI adoption strategy to traffic, clicks, or promotional hacks. Instead, AI should help leaders create remarkable work — the kind worth sharing in boardrooms, group chats, and customer communities. Consider how quickly the landscape has shifted: digital ads are less effective, organic search traffic is declining, and AI chat tools are now acting as gatekeepers of information. Leaders must recognize that the old paths to visibility are closing. The new path forward is built on creating offerings so distinct and valuable that customers and employees  choose  to amplify them. The Smallest Viable Audience Meets AI Personalization The idea of the “smallest viable audience” is more relevant than ever. AI enables personalization at scale, letting us serve smaller niches deeply and intelligently. The opportunity isn’t in reaching everyone — it’s in reaching the right someone with precision. When we help clients with AI adoption, we encourage them to start by asking two simple but powerful questions: Who is it for? What is it for? AI can make those answers actionable by turning them into data-driven insight, tailored experiences, and authentic user support. For example, an MSP serving small law firms can use AI-driven analytics to anticipate client needs before they even submit a ticket. A healthcare organization can use AI personalization to deliver targeted training and knowledge resources to nurses and staff, not just generic content for everyone. The key takeaway: AI enables depth over breadt h . It gives leaders the tools to build meaningful traction with the right customers, instead of wasting resources chasing the wrong ones. Strategy for AI Adoption: Systems, Empathy, Games, and Time Strong AI adoption strategy rests on four elements that apply directly to digital transformation: Systems What old assumptions about “how things work” are holding you back? For example, are you still requiring manual ticket triage when AI can categorize and prioritize instantly? Empathy Are you designing AI for efficiency, or for the people who will actually use it? An AI-powered intranet should solve user frustrations, not just check a technology box. Games What game is AI reshaping in your industry — and are you playing finite (efficiency) or infinite (reinvention)? In retail, for instance, AI-driven recommendation engines aren’t just about one more sale; they reshape customer loyalty. Time Are you planting the seeds today that your future self — or your successor — will thank you for? AI adoption may feel like a time cost today, but it compounds into efficiency, insight, and competitive advantage tomorrow. At Synergy, we see too many leaders caught in tactical debates around tools, when the real question is whether AI fits their strategic horizon. Culture and Enrollment Are Core to AI Leadership AI isn’t just technology — it’s culture. Culture is “people like us do things like this.” If your culture sees AI as a threat, you’ll cut corners. If your culture sees AI as a partner, you’ll innovate. Leaders can’t command enrollment. Employees have to  choose  to get on the AI journey. That means being clear about direction, transparent about promises, and consistent in how AI is rolled out and supported. Practical ways to build AI enrollment: Create cross-functional AI pilot teams to test tools and share outcomes. Celebrate small wins openly so employees see the benefits of adoption. Provide AI “sandboxes” where teams can experiment without fear of mistakes. Enrollment isn’t about forcing compliance; it’s about building trust and shared ownership in the transformation. Consistency Over Authenticity in AI Business Transformation We often hear leaders talk about being “authentic” with AI. But authenticity is for friends and family. Customers, employees, and partners want  consistency : clear standards, reliable experiences, predictable value. AI can help here too — not by replacing judgment, but by reinforcing consistency across communication, service delivery, and customer support. An AI-driven helpdesk, for instance, can ensure every client receives the same level of response quality, even at 3 a.m. That consistency becomes a competitive differentiator. The Call to Action for AI-Driven Leaders If you’re not spending at least 90 minutes a day using AI tools, you’re falling behind. At Synergy, it’s our belief that AI adoption isn’t about checking a box — it’s about showing up consistently to learn, experiment, and integrate. And remember:  “This is as normal as it’s ever going to be for the rest of your life.” So the question for leaders is this:  are you using AI to race to the bottom — or to the top? 👉 At Synergy, we help organizations navigate that choice — from discovery and strategy to practical AI adoption across intranets, ticketing systems, and everyday workflows. If you want to talk about what it means to race to the top with AI, let’s connect. Summary Table: Concepts for AI Adoption   Concept Insight Synergy Perspective on AI Attention is scarce Traffic funnels are fading — real attention comes when people talk about you. AI should help create  remarkable work  that earns conversations, not just clicks. Smallest viable audience Focus on serving the smallest group that cares enough to spread your idea. Use AI personalization to serve  niches deeply  instead of chasing everyone. Race to the top Cost-cutting is a race to the bottom. Real success is in creating value. Deploy AI not only for efficiency but to  reinvent customer experiences  and create new value. Strategy pillars Systems, empathy, games, time drive innovation and resilience. Ask “who’s it for, what’s it for,” question legacy systems, and  invest today for tomorrow’s gains . Culture & enrollment Culture = “people like us do things like this.” Enrollment can’t be forced. Make AI adoption a  cultural choice , where employees opt in because the vision excites them. Consistency over authenticity Consistency builds trust more than authenticity in professional settings. Use AI to ensure  predictability and reliability  across service and communication. What’s next AI fluency is mandatory: spend daily time experimenting with tools. Leaders should treat AI as a  core business practice , not an optional add-on. Practical Next Steps for Leaders Dedicate daily time to hands-on AI use, not just reading about it. Identify one process in your organization where AI can immediately improve consistency. Engage teams in AI discovery workshops to build trust and enrollment. Revisit your strategic horizon: how do AI systems, empathy, games, and time apply to your industry specifically? This isn’t a one-time project — it’s an ongoing commitment. Leaders who embrace AI as a cultural, strategic, and operational priority will be the ones racing to the top.

For small and mid-sized businesses, IT support often feels unpredictable. One quiet month can be followed by an unexpected invoice for hours of emergency repair work in the next. That kind of inconsistency makes it difficult to budget, and it creates stress when downtime threatens your ability to serve clients. Businesses in Fairfield County know this pressure well . In Stamford, large corporations set demanding standards for efficiency, and in Bridgeport, small businesses succeed by focusing on every  customer relationship. No matter the size, companies throughout Fairfield County are working to stay competitive while managing resources carefully. Flat-rate managed IT services provide a way forward: reliable support at a predictable monthly cost, with proactive monitoring that helps prevent problems before they escalate. The Hidden Costs of Traditional IT Support Many organizations still rely on the traditional “break/fix” IT model — call a technician when something goes wrong, pay the invoice, and move on. While simple in theory, this model rarely works in practice. Unplanned expenses:  A ransomware attack or hardware failure can drain an entire quarter’s IT budget overnight. Downtime losses:  When systems go down, business grinds to a halt. Missed deadlines and lost sales quickly add up. Lack of prevention:  Break/fix is reactive by design. Problems aren’t addressed until after they’ve disrupted work. The reality is that downtime costs more than just the repair bill. It undermines client trust, slows productivity, and puts businesses at a disadvantage in a competitive market. What Are Flat-Rate Managed IT Services? Flat-rate managed IT replaces unpredictability with stability. Instead of paying per incident, businesses pay a fixed monthly fee that covers support, monitoring, and maintenance. Typical inclusions are: Unlimited IT support  for employees and devices. 24/7 monitoring  to catch issues before they escalate. Regular maintenance and updates  to keep systems secure. A predictable budget  with no surprise invoices. For Fairfield County businesses, this model is appealing because it mirrors the professional services approach many already use — dependable coverage for a consistent cost. It’s like having a full IT department available without the overhead of internal hires. Click here to learn more about Synergy's Fixed-Fee Managed Services . Key Benefits for businesses in Fairfield County Predictable Costs Budgeting becomes simpler with flat-rate IT. Instead of unpredictable bills, businesses know exactly what to expect each month. That predictability helps businesses manage expenses in a region where operating costs are already high. Reduced Downtime Downtime doesn’t just cause inconvenience — it interrupts client service. Proactive monitoring and maintenance reduce disruptions so professionals can stay focused on their work. Whether it’s a healthcare clinic in Bridgeport safeguarding patient records or a financial services firm in Stamford meeting client deadlines, reliability is essential. Scalability Flat-rate IT grows with your business. If a Norwalk startup adds new employees or a Danbury company opens a second office, support scales seamlessly without renegotiating contracts or worrying about unexpected costs. Peace of Mind Business leaders in Fairfield County wear many hats, from managing operations to serving customers. Knowing their IT is monitored around the clock takes one major responsibility off their plate, allowing them to concentrate on growth. Beyond the Price Tag — Long-Term Value Flat-rate IT delivers value that extends well beyond cost savings. Access to expertise Businesses here face diverse challenges, from strict compliance requirements in healthcare to fast-scaling needs in startups. Flat-rate IT gives you access to a team with broad knowledge across industries at a fraction of the cost of hiring in-house. Security built in Cybersecurity threats are on the rise, and small-and-medium sized businesses are increasingly targeted. Many flat-rate providers, such as Synergy , include updates, backups, and monitoring as part of their service — protections that can prevent costly breaches. Strategic planning Local businesses that have operated for decades are adopting cloud solutions, while newer firms push for rapid scaling. Flat-rate IT providers help chart that path, ensuring technology decisions support long-term goals. This combination of support, security, and strategy positions businesses to succeed in a region where the competition is intense and expectations are high. Real-World Impact for Local Businesses Flat-rate managed IT services aren’t just theory — they’re producing measurable results for organizations here in Fairfield County. Here are examples of outcomes Synergy has delivered recently. Reduced costs and improved scalability : We helped one of our clients modernize their infrastructure through server virtualization. By consolidating aging hardware into virtual machines and simplifying backup systems, they significantly lowered their maintenance and energy expenses — while gaining storage capacity for future growth. Smooth office relocations and workstation refreshes : For a law firm client, we managed an entire office move and replaced outdated desktops across their firm. Thanks to the flat-rate model, the transition involved minimal disruption and no surprise charges for support after the hardware was upgraded. Rapid recovery from unexpected hardware failure : When another client’s servers went down unexpectedly, Synergy stepped in under their flat-rate support agreement. Because their systems were monitored proactively, the issue was detected quickly, resolved with minimal downtime, and everyone — staff and clients — saw as little interruption as possible. These are examples of what our flat-rate managed IT services are doing for businesses in Fairfield County — delivering predictable cost savings, reliable performance, and responsiveness when issues arise. A Smarter, More Reliable Way to Manage IT Flat-rate managed IT services are about more than controlling costs. They provide stability, reliability, and freedom from IT headaches — all essentials for running a successful business in Fairfield County. By shifting from reactive to proactive support, local companies gain both peace of mind and a competitive edge. At Synergy, we work alongside businesses across Fairfield County, from professional services firms to healthcare providers and retailers. We understand the local business landscape and provide flat-rate managed IT services that align technology with long-term goals. Ready to simplify IT and eliminate the surprises? Contact us today  to explore how flat-rate managed IT services can support your Fairfield County business.

Artificial intelligence is no longer just a behind-the-scenes tool—it’s becoming a daily collaborator in business strategy, creativity, and productivity. But no matter how advanced the model, the quality of your results still comes down to one thing: the prompt. At its core, prompting is the skill of giving AI clear, intentional instructions. Done well, it can transform GPT-5 from a helpful assistant into a true problem-solving partner. To help you master this skill, we’ve created a three-part series that walks you from the basics of prompting all the way to advanced, multi-step workflows. Part 1: Why Prompting Matters and How GPT-5 Changes the Game In the first article, we break down the fundamentals of prompting—what it is, why it matters, and how GPT-5 represents a major leap forward. If you’re new to working with AI or want to sharpen your foundation, this is the best place to start. Read Part 1 → Part 2: Real-World Examples and GPT-4 vs GPT-5 Comparisons The second article brings prompting to life with side-by-side examples. You’ll see exactly how vague prompts differ from refined ones, with outputs compared across GPT-3.5, GPT-4, and GPT-5. It’s a practical look at the “aha” moments that show just how much precision matters. Read Part 2 → Part 3: Advanced Prompting Techniques for GPT-5 In the final article, we go beyond the basics to explore advanced methods like chained prompting, roleplay scenarios, iterative refinement, and system integrations. This section is all about building AI workflows that move past one-off answers and into ongoing collaboration. Read Part 3 → Bringing It All Together Prompting isn’t just a technical skill—it’s the key to unlocking real business value with AI. Whether you’re starting from scratch or ready to dive into advanced strategies, this series gives you the tools to make GPT-5 work smarter for you. Explore each part in order, or jump to the section that fits where you are in your AI journey. Either way, you’ll come away with practical techniques to make your prompts—and your results—stronger. Ready to Elevate Your AI Strategy? Mastering prompting is just the beginning. The real value comes from applying these techniques in the context of your business goals, workflows, and challenges. That’s where expert guidance makes the difference. Contact Synergy today to start building AI strategies that drive efficiency, innovation, and real business outcomes.

A companion to “Looking Ahead: AI’s Real Risks and Real Opportunities” In our recent post,  Looking Ahead: AI’s Real Risks and Real Opportunities , we outlined the tangible challenges organizations face with AI today — from alignment and misuse to workforce disruption and concentration of power. But alongside those legitimate risks, there’s also a steady drumbeat of scaremongering. Predictions about runaway superintelligence, jobless futures, or dictatorial AI overlords make for gripping headlines, but they don’t help organizations make practical decisions. At Synergy, we believe in separating hype from reality. Below, we break down the most common claims you’ll hear in AI debates, explain why they sound scary, and then reframe them with a more grounded perspective. Claim 1: Superintelligence by 2027 Scare narrative:  Within just a few years, AI systems will surpass humans in every domain, unleashing an uncontrollable intelligence explosion. Reality check: AI is advancing rapidly, but even leading researchers disagree on timelines. Some expect decades, not years. Current systems still struggle with tasks humans find trivial (longer context reasoning, consistency, basic math). The path to “superintelligence” is uncertain; what’s far more certain is steady, incremental improvement. Synergy's Takeaway Organizations should plan for today’s capabilities and the next wave of incremental improvements, not for hypothetical “god-like” AI. Claim 2: AI Will Deceive and Rebel Scare narrative:  Models already “lie,” “scheme,” and even sabotage other systems — evidence they will soon act against human interests. Reality check: What’s often labeled “deception” is usually a quirk of optimization (i.e., reward hacking, sycophancy) rather than conscious intent. These are design flaws in training, not evidence of willpower or survival instinct. Engineers are actively refining tests and training to reduce these behaviors. Synergy's takeaway Treat AI like any enterprise system — test rigorously , monitor outputs , and set guardrails . Claim 3: An AI Arms Race Will Trigger Global Instability Scare narrative:  Companies and governments are locked in a race that will inevitably compromise safety and accelerate catastrophe. Reality check: Competitive pressure is real, but so are emerging regulatory frameworks, corporate responsibility initiatives, and international dialogue. AI is unlike nuclear weapons — it’s a dual-use technology embedded in consumer and enterprise systems. The likely outcome is uneven progress, not instant collapse. Synergy takeaway:  Track regulations closely. Competitive advantage will come from safe, compliant, and trusted adoption, not reckless speed. Synergy's takeaway Track regulations closely. Competitive advantage will come from safe, compliant, and trusted adoption, not reckless speed. Claim 4: Jobs Will Vanish Overnight Scare narrative:  AI will erase entire sectors, leaving millions unemployed in short order. Reality check: Some jobs will disappear, but history shows technology also creates new ones. Many roles won’t vanish but will evolve. AI will augment tasks rather than replace them outright. The real issue is timing: jobs are being automated faster than reskilling programs are being rolled out. Synergy's takeaway Start reskilling today. Use AI as a collaboration tool, not a replacement, and plan strategically for workforce transitions. Claim 5: Whoever Controls AI Controls the World Scare narrative:  A single company or CEO could wield dictatorial power over superintelligence. Reality check: AI leadership is distributed — across companies, governments, and open-source projects. Power concentration is a concern, but “world domination” narratives oversimplify the landscape. The real risks lie in lack of transparency, bias, and misuse, not comic-book scenarios of total control. Synergy's takeaway Avoid vendor lock-in, demand transparency, and establish your own ethical AI frameworks. Myth vs. Reality: At a Glance Myth (Scaremongering) Reality (Grounded View) Our Takeaway Superintelligence will arrive by 2027 and surpass humans at everything. Timelines are uncertain; many experts say decades. Current systems still fail at simple reasoning. Plan for incremental improvements, not hypothetical “god-like” AI. AI systems already “lie” and will soon rebel. Behaviors are quirks of training, not conscious intent. Safeguards are improving. Monitor outputs, audit regularly, build guardrails. An AI arms race will destabilize the world. Competition exists, but regulation and collaboration are increasing too. Competitive advantage comes from safe, compliant adoption. AI will wipe out jobs overnight. Jobs will evolve faster than they vanish; new roles are emerging. The gap is in reskilling. Invest in workforce reskilling and AI-human collaboration. Whoever controls AI will control the world. AI power is distributed across many players. Real risks = bias, misuse, lack of transparency. Push for transparency, avoid lock-in, set your own ethical frameworks. Final Thoughts It’s easy to get caught up in the most dramatic predictions — and just as easy to dismiss AI risks entirely. The truth lies between those extremes. This article is part of our two-part series on practical AI adoption. If  Looking Ahead: AI’s Real Risks and Real Opportunities  explored the challenges we must prepare for, then  AI Hype vs. Reality  is about maintaining perspective — keeping your focus on what really matters. At Synergy, we believe organizations succeed when they approach AI with clarity: acknowledging risks, rejecting hype, and prioritizing governance, workforce readiness, and trust.

When discussions about artificial intelligence (AI) make headlines, the conversation often veers into extremes. Depending on the source, you might hear predictions about machines overtaking humanity or glowing promises of effortless utopia. At Synergy, we see both sides of this coin — the temptation to scaremonger and the equally unhelpful tendency to dismiss risks altogether. The reality, as always, is more nuanced. The pace of progress is extraordinary, but rather than focus on science fiction scenarios, organizations should be paying attention to the tangible challenges already here and those just over the horizon. Note: this article is being written and posted in late Summer 2025. The Alignment Challenge One of the most important topics in AI today is the  alignment problem  — ensuring that systems behave in ways that are consistent with human goals, values, and expectations. We’ve already seen examples of misalignment, from AI models “reward hacking” their way to the right answer without solving the underlying problem, to systems exaggerating, flattering, or bending the truth to satisfy users. While these quirks may feel minor in a chatbot, they become far more significant when AI is given real decision-making authority inside business processes. At Synergy, it’s our belief that responsible adoption means not just testing what AI can do, but also actively validating how it behaves in real-world contexts. Reliability and honesty matter as much as capability. The Containment Problem: AI in the Wrong Hands As AI becomes more powerful and widely available, the risk of misuse grows. It’s not hard to imagine how even today’s systems could be adapted for misinformation campaigns, cyber threats, or simply poorly thought-out deployments that cause unintended consequences. Here again, the answer isn’t panic. It’s preparation. The same way organizations put security controls around sensitive data, AI requires governance frameworks — from who can access it, to how outputs are verified, to how models are monitored over time. The Workforce Transition: More Than Just Job Losses The future of work is one of the most talked-about — and often misunderstood — aspects of AI adoption. Yes, many jobs will be displaced. Analysts predict tens of millions of roles globally will be affected in the next decade. But that’s not the whole story. Some jobs will vanish. Routine knowledge work, customer service roles, and junior-level technical positions are already being reshaped. Some jobs will change. Most white-collar roles won’t disappear — but they will look very different. Accountants, lawyers, and consultants will increasingly use AI for drafting, analysis, and research. New jobs will emerge. Roles like  prompt engineer ,  AI ethicist , and  AI governance officer  didn’t exist a few years ago. Entirely new career paths will be created as organizations learn how to harness these tools. The challenge is that  the timing doesn’t line up neatly . Jobs are being automated faster than new categories of work are being created or made widely available. That creates a gap — one for which society, education systems, and even government policies are not yet fully prepared. At Synergy, our belief is that organizations need to start planning for this now: reskilling employees, creating pathways for human-AI collaboration, and building trust in new workflows. The companies that treat workforce transition as a strategic priority will weather this shift more smoothly than those who ignore it. By the Numbers : AI and the Future of Work 83 million jobs  are projected to be eliminated by 2027 as automation and AI adoption accelerate, according to a 2023 update from the World Economic Forum . 69 million new roles  may be created in the same period, from AI specialists to governance and oversight functions, leaving a net loss of about 14 million jobs worldwide. 23% of all jobs  are expected to change significantly by 2027, requiring new skills, workflows, and human-AI collaboration strategies. Two-thirds of jobs   globally already show some degree of exposure to AI automation, with up to 25% of work tasks  potentially automated, per Goldman Sachs . What does this tell us? The transition is uneven — job loss is moving faster than job creation, and most education systems and policy frameworks are not fully prepared to bridge the skills gap. Concentration of Power Perhaps the least discussed but most significant risk is who decides how AI is built and deployed. Right now, that power sits largely with a handful of technology companies and their leadership teams. That raises real questions about transparency, governance, and accountability. For organizations, the practical takeaway is simple: don’t outsource all thinking about AI strategy to the vendor. Establish your own ethical framework, your own oversight practices, and your own criteria for what “responsible AI” means within your business. Final Thoughts It’s easy to get swept up in the “AI apocalypse” stories — and equally easy to dismiss them as hype. The truth sits in between. AI is progressing faster than many expected, and while we don’t see cause for panic, we do see very real reasons for organizations to pause, assess, and prepare. At Synergy, we believe the companies that will thrive in this new era aren’t those who rush ahead blindly, nor those who bury their heads in the sand. They’re the ones who take a measured, thoughtful approach — asking hard questions, putting governance in place, and integrating AI in ways that build trust, resilience, and long-term value. Learn more about how Synergy can assist your business with AI services , read what our AI experts are talking about , or contact us today to start the conversation.

Generative AI continues to dominate headlines, with bold promises about productivity, revenue growth, and competitive advantage. But an  MIT study  just revealed a sobering statistic:  95% of enterprise AI projects fail to deliver measurable business impact . At Synergy, we’re not surprised. We’ve seen too many organizations rush into pilots without the right foundation. The good news? The 5% that succeed share common traits—ones that can be replicated with the right approach. The Reality Check MIT’s research reviewed over 300 enterprise AI projects and found that only a fraction created real business value. For most, results never reached the P&L. Why? Not because the technology doesn’t work, but because it wasn’t deployed in ways that connect to  real business needs, processes, and systems . In other words: AI pilots often live in isolation. At Synergy, it’s our belief that AI projects fail not for lack of ambition, but for lack of integration and clarity of purpose. This is exactly why our AI Adoption Strategy emphasizes discovery and integration from the outset. Where Most Projects Go Wrong Shiny Object Syndrome  – Starting with the tool instead of the business problem. Poor Integration  – Pilots run on the side, disconnected from core workflows (ERP, CRM, intranet, helpdesk). Overinvestment in the Front Office  – Too much focus on sales and marketing experiments, not enough on back-office automation where ROI is clearer. Build vs. Buy Mistakes  – Teams try to build from scratch instead of leveraging proven solutions. No Measurement Plan  – Success is measured in “cool factor” rather than clear productivity or cost savings. We see this same pattern when companies adopt new technology without a  Discovery process —something we emphasize with every intranet project and process automation engagement. Quick Comparison: Failures vs. Successes 95% That Fail 5% That Succeed Start with the AI tool in search of a use case Start with a business problem tied to cost or revenue Run isolated pilots with no system integration Embed AI into ERP, intranet, helpdesk, and Microsoft 365 workflows Focus experiments in front-office functions (sales, marketing) Target back-office automation (compliance, contracts, accounts payable) where ROI is clearer Build everything in-house Buy proven solutions, then layer in proprietary differentiation No plan for metrics or ROI Track both leading indicators (accuracy, latency) and P&L metrics (throughput, error reduction) Human review treated as optional Human-in-the-loop guardrails built into the process What the 5% Do Differently From MIT’s findings and our own client experience, successful organizations consistently: Start with Business Outcomes  – Define cost savings or productivity goals first. Integrate Seamlessly  – AI works best when embedded in existing platforms like Microsoft 365, intranets, and helpdesk systems—not as a bolt-on. Focus on Processes  – Redesign workflows so AI isn’t an add-on, but a step-change improvement. Balance Human Oversight  – Keep humans in the loop with guardrails, then adjust as confidence builds. Measure Both Leading and Lagging Indicators  – Latency and accuracy matter, but so do throughput, error reduction, and true financial impact. At Synergy, we bring these lessons into every engagement, whether it’s helpdesk transformation, intranet modernization, or full-scale AI strategy consulting. Looking Beyond the Hype This isn’t the first time a transformative technology has underdelivered early on. History shows us that productivity gains often lag behind the hype curve. AI is no different. At Synergy, it’s our belief that organizations who take a  measured, integration-first approach today  will be best positioned to capture real ROI tomorrow. The failures are not a reason to pause—they’re a reason to proceed with focus. The Path Forward The MIT study may make headlines with its 95% failure rate, but the real story is the  5% that are succeeding . They’re doing so by anchoring AI in clear business goals, integrating deeply, and treating AI as part of a broader transformation journey—not a quick fix. At Synergy, we see AI as a tool that, when applied thoughtfully, can redefine how work gets done. The challenge for most organizations isn’t whether the technology works—it’s whether they’re prepared to deploy it effectively. And that’s where we help our clients find their way into the 5%. Want to learn more about how AI can make a difference in your business? Reach out today.

At Synergy, we’ve noticed a growing trend: more organizations are asking whether they can skip customizing SharePoint or investing in a platform like Powell and simply use Microsoft Viva as their intranet. It’s an understandable question. Microsoft has invested heavily in promoting Viva, positioning it as an important part of the modern digital workplace. The way it’s marketed can easily lead someone to assume it’s a full intranet replacement. But here’s the reality: Microsoft Viva is not an intranet , and treating it as one often results in frustration, higher licensing costs, and unmet expectations. Understanding the differences between these platforms — and how they can work together — is key to creating a digital workplace that truly supports your employees. Understanding What Microsoft Viva Actually Is Viva is an employee experience suite made up of a set of separate applications. Each module serves a unique purpose, and while there is some integration between them, they are not designed to form a single, unified intranet environment. Its core modules include: Viva Learning, which delivers training content from both internal and external sources, helping employees access skill-building resources directly within Microsoft Teams. Viva Connections, which surfaces SharePoint content inside Teams, providing a way for employees to see intranet updates without leaving the chat and meeting interface. Viva Insights, which offers analytics that help employees and managers understand work patterns, with the goal of improving productivity and wellbeing. Viva Engage, which provides community engagement spaces through Yammer integration. It’s important to note that Viva once included Viva Topics , an AI-powered knowledge curation tool, but this was retired in February 2025 with no direct replacement. That retirement is telling — Viva modules can appear, change, or disappear entirely, and their roadmaps don’t always align. Many of these modules also require premium licensing, with costs ranging from $2–$12 USD per user/month . In short, Viva brings valuable enhancements to the Microsoft 365 ecosystem, but it isn’t — and was never meant to be — a complete, governed intranet platform. Debunking Viva Myths Because Microsoft positions Viva as part of its modern workplace vision, it’s easy to assume it can do more than it actually does. Addressing these misconceptions early helps set the right expectations. Myth Reality "Viva is Microsoft’s intranet" It’s an employee experience suite — not a governed intranet platform. "Viva replaces SharePoint" Viva sits on top of SharePoint; you still need SharePoint (or another intranet platform). "Viva works as one connected solution" It’s a bundle of loosely linked modules with separate licensing and roadmaps. "Viva features are free with M365" Many require premium licenses costing $2–$12 USD/user/month. "Viva covers branding, navigation, governance, personalization" These must be built in SharePoint or delivered by solutions like Powell. Takeaway: Viva is best used to enhance your intranet, not replace it. It can provide targeted capabilities, but the foundation must come from a platform designed for intranet delivery. Why Viva Alone Falls Short An intranet is more than a collection of tools or apps. It’s the central hub for communication, collaboration, and resources  within your organization — a place where employees can confidently go to find exactly what they need without having to search across multiple systems. A well-designed intranet should: Provide a structured, consistent space for company news, announcements, and updates. Offer intuitive navigation that leads employees to the tools, forms, and resources they need most. Deliver personalized content that reflects an employee’s role, department, and location. Present a cohesive, fully branded experience that reinforces company culture and identity. Viva can support some of these outcomes: for example, Viva Connections can display SharePoint pages in Teams. However, it cannot create them from scratch. Without a true intranet platform in place, there’s no unified site framework, no central governance model, and no robust branding capabilities to ensure employees experience a consistent interface across the digital workplace. SharePoint Online: A Strong but Basic Foundation If Viva isn’t the intranet, what is? For most Microsoft 365 customers, SharePoint Online  is the logical starting point. It’s a mature, powerful platform that serves as the baseline for creating an intranet. Out of the box, SharePoint includes: News and page publishing capabilities. Document libraries with detailed permissions. Native web parts for basic content display. Basic branding options and multilingual page support. However, while SharePoint provides the essential building blocks, many organizations find that its default experience can feel bare-bones. Navigation may be functional but not intuitive, branding is often limited to color and logo changes, and governance requires manual effort without additional tools. This means the “vanilla” version of SharePoint can serve as a framework, but reaching a polished, engaging, and well-governed intranet experience often requires significant configuration or third-party enhancements. Powell Intranet: SharePoint, Elevated This is where Powell Intranet Foundation  comes in. Built on SharePoint Online, Powell adds the capabilities and refinements that transform a basic intranet into a polished, governed, and engaging hub for employees. Key enhancements include ready-to-use site and page templates that make intranet builds faster and more consistent, 70+ custom web parts for richer functionality, and an advanced branding and navigation engine to create a unified experience across all sites. Personalization options allow content to be targeted by role, department, or location, ensuring employees see the most relevant information every time they log in. Other standout features include dynamic live translation for multilingual teams, the Powell Manager tool for governance and lifecycle control, and a dedicated mobile app with offline mode — ideal for field teams or employees working in low-connectivity environments. The value isn’t just in features. Powell often comes out ahead on cost compared to Viva’s premium licensing. Many deployments run around $2.05 USD per user/month , while Viva’s premium features can range from anywhere between $2–$12 USD per user/month . Comparing the Options Each of these platforms has its place in the Microsoft 365 ecosystem, but their roles are very different. Understanding what they do best is key to making the right investment. Category Microsoft Viva SharePoint Online Powell Intranet Foundation Primary Role Employee experience modules Baseline intranet framework Fully featured, governed intranet Page Templates None Limited Extensive, customizable Web Parts / Widgets SharePoint native only Native only 70+ custom Powell web parts Branding & Navigation Native dashboard Limited Full global nav & branding engine Governance Tools M365 Compliance Center Manual/limited Powell Manager lifecycle control What this shows is that Viva acts as an enhancement layer, SharePoint provides the core framework, and Powell transforms that framework into a complete, governed, and personalized intranet environment. Our Perspective At Synergy, we’ve yet to see an organization successfully use Viva as its sole intranet. The strongest digital workplaces combine these tools strategically: SharePoint as the foundation , Powell as the enhancement layer , and select Viva modules  for targeted capabilities. When each tool is used for its intended purpose, the result is a cohesive, well-governed, and engaging environment that supports employees no matter where they work. Viva adds value. SharePoint provides structure. Powell delivers the polish and governance that bring it all together. Ready to Build the Right Intranet for Your Organization? If you’re unsure how Viva, SharePoint, and Powell could fit together for your workplace, our team can help you make sense of the options and design an intranet that’s future-ready. Whether you’re starting from scratch or improving an existing platform, we’ll work with you to create a central hub that connects your people, streamlines collaboration, and reflects your brand. Contact us today  to explore how Synergy can help you design and implement an intranet that truly works for your hybrid workplace.

In Part 1 of this series , we explored why prompting is such a critical skill and how GPT-5 changes the way we interact with AI. In Part 2 , we demonstrated the difference a refined prompt can make through real-world examples and side-by-side comparisons with earlier GPT models. Now in Part 3, we’re taking things further—diving into advanced prompting methods that help you orchestrate complex, multi-step workflows and get maximum value from GPT-5. Whether you’re automating processes, conducting in-depth analysis, or generating creative solutions, these techniques will help you move from single-response queries to strategic, ongoing collaboration with AI. Read on to learn more, or jump right to a specific prompting technique: Chained Prompting Roleplay Scenarios Multi-Step Workflows Iterative Refinement Integration with External Systems Chained Prompting What It Is Chained prompting breaks a complex task into a sequence of smaller, linked prompts, where each step builds on the previous one. Why It Works Large, multi-part requests can overwhelm an AI model and lead to incomplete or unfocused responses. Chaining prompts allows the model to handle one component at a time, producing results that are better organized, more detailed, and easier to adapt. Example – Cybersecurity Action Plan Prompt 1 – “List the top five cybersecurity threats for small retail businesses.” Prompt 2 – “For each of the threats you listed, propose two mitigation strategies.” Prompt 3 – “Combine these into a structured action plan with timelines and required resources.” Result A coherent, actionable plan built step-by-step rather than in one overwhelming prompt. This method is especially useful when accuracy, structure, and logical sequencing are essential—such as in policy writing, technical documentation, or risk assessments. Roleplay Scenarios What It Is Assigning the AI a specific role and situational context to generate outputs that mimic real-world interactions. Why It Works Roleplay adds a layer of realism that generic prompts can’t achieve. By setting parameters around who the AI is supposed to “be” and the situation it’s in, you encourage outputs that are not just relevant, but also aligned with tone, expectations, and the intended audience. Example – Negotiation Preparation Prompt: “Act as a procurement manager negotiating a contract with a SaaS vendor. I will play the vendor. Respond with realistic counteroffers, questions, and concessions.” Benefit This approach allows individuals or teams to rehearse scenarios in a safe, simulated environment—improving confidence, identifying blind spots, and practicing decision-making before engaging in real-world situations. Roleplay can also be used for sales calls, client onboarding conversations, compliance audits, and customer service interactions. Multi-Step Workflows What It Is Using GPT-5 as part of a larger process that spans multiple tools, platforms, or stages. Why It Works GPT-5’s ability to maintain long-form context makes it ideal for projects that evolve over several steps. Keeping parameters and objectives consistent across stages ensures output quality while reducing repetitive instructions. Example – Marketing Campaign Development Use GPT-5 to brainstorm campaign concepts based on target audience insights. Refine selected concepts into structured messaging frameworks. Generate ad copy variations for different channels. Feed final copy into a design tool for creative execution. Benefit This method streamlines creative projects, ensures consistency, and helps maintain momentum from idea generation through to final deliverables. Similar workflows can be applied to software development, policy creation, or employee training programs. Iterative Refinement What It Is Treating the AI’s first output as a starting point rather than the final answer—and improving it through structured feedback loops. Why It Works Even strong initial outputs can benefit from refinement. Asking GPT-5 to review and improve its own work encourages deeper analysis and better alignment with your goals. Example – Strategic Plan Refinement Generate an initial plan. Ask GPT-5: “Identify any gaps or weaknesses in this plan and suggest improvements.” Apply the suggested improvements. Repeat until the result meets your requirements. Benefit This process not only increases quality but also fosters innovation, as each iteration can add detail, nuance, and creativity that may not surface in a single pass. Integration with External Systems What It Is Connecting GPT-5 to APIs, automation platforms, or productivity tools so its outputs can trigger actions automatically. Why It Works When AI outputs are immediately integrated into your workflows, they become part of a continuous process rather than an isolated task. Example – Automated Meeting Summaries GPT-5 generates a structured meeting summary. The summary is automatically sent to a project management tool via integration. Benefit This approach reduces manual handoffs, speeds up execution, and ensures information stays organized and accessible. Other use cases include automated report generation, data categorization, or drafting client communications that feed directly into CRM systems. Put Your Advanced Prompting Knowledge to Work Advanced prompting is about more than improving single answers—it’s about building an ongoing, collaborative process where AI becomes a consistent and reliable partner. By using techniques like chained prompting, roleplay scenarios, multi-step workflows, iterative refinement, and system integrations, you can shift from asking for information to engineering solutions that match your goals with precision. Start by experimenting with just one of these methods on a current project. As you gain familiarity, combine techniques to create richer, more complex workflows. The more you practice, the more natural it becomes to see AI not as a one-time helper, but as an integral part of your problem-solving toolkit.

If you’re still ignoring phishing in 2025, you’re playing Russian roulette with your business. Attackers aren’t slowing down, and the methods they use are getting sharper by the day. At Synergy, we see it every week—another organization blindsided by a phishing email that slipped past filters and fooled an unsuspecting employee. The headlines may change, but the story rarely does: phishing remains one of the single greatest threats to business continuity, and overlooking it today is a decision that will come back to cost you tomorrow. The Numbers Don’t Lie While every security company publishes its own research, the trend lines are consistent: phishing attacks are increasing in volume, sophistication, and impact. Whether it’s credential theft, ransomware delivery, or financial fraud, attackers know phishing is the easiest way in. The statistics for 2025 paint a stark picture: Over 80% of reported security incidents  now involve phishing as the entry point. AI-generated emails  are making it harder than ever for employees to spot red flags. Spear phishing and business email compromise (BEC)  are up significantly, targeting executives and finance teams with tailored messages. The average  cost of a phishing attack  on a mid-sized organization is now measured in millions—not thousands—when downtime, recovery, and reputational damage are factored in. This isn’t theory. It’s happening now—and chances are, if your team hasn’t seen one land in their inbox recently, it’s only a matter of time. Why Businesses Ignore Phishing Preparedness Despite overwhelming evidence, many organizations still downplay phishing risks. We hear the same justifications over and over again: “It costs money to run ongoing training.” Yes, it does. But compared to the cost of a successful breach, it’s pocket change. Many executives view cyber awareness training as a nice-to-have, when in reality it’s an operational necessity—just like locking the office door at night. “We’ll just rely on our insurance if something happens.” That’s becoming a dangerous assumption. Increasingly, cyber insurance providers are requiring proof of ongoing security awareness training and phishing simulations before honoring claims. Without it, you may find yourself facing a denial of coverage at the exact moment you need it most. “We’re very careful with the emails we open.” This is the classic head-in-the-sand excuse. Even the most careful employee can be tricked , especially when attackers use AI to craft near-perfect imitations of colleagues, suppliers, or partners. Betting your business on human perfection is a losing strategy. At Synergy, we call this what it is: short-term thinking that creates long-term vulnerability. Excuses vs. Reality Common Excuse The Reality “Training costs money we’d rather not spend.” A single breach costs exponentially more than years of training. “Insurance will cover us if something happens.” Without training evidence, insurers increasingly deny payouts. “We’re careful about which emails we open.” AI-crafted phishing emails are designed to fool even the careful. “We’re too small or uninteresting to be a target.” Automated phishing attacks cast a wide net—every organization is in scope. A Real-World Example Recently, we worked with a regional professional services firm that had dismissed the idea of ongoing phishing training. Their reasoning? “Our employees are careful.” Unfortunately, one well-timed phishing email—crafted to look like it came from their CEO—convinced a staff member to share login credentials. Within hours, attackers had access to sensitive client information, forcing the firm into days of downtime while systems were secured and accounts were reset. The financial hit was significant, but the reputational impact was worse. Clients began asking tough questions about how such a basic attack could succeed. Only after the incident did leadership agree to implement ongoing training, simulated phishing campaigns, and continuity planning. The lesson? Hoping your team won’t fall for phishing is not a strategy. Building resilience before the attack hits is. Building True Resilience That’s where Security & Business Continuity come together. Technology alone is not enough. Firewalls and filters help, but employees remain the last line of defense. To truly protect your organization, you need: Ongoing Security Awareness Training  – Your people must know how to spot phishing attempts, from the obvious to the AI-polished. Realistic Simulations  – Testing employees with safe phishing simulations makes training stick and helps identify weak points. Clear Incident Response Processes  – Employees need to know exactly what to do if they suspect a phishing attempt. Backup & Continuity Planning  – Because some attacks will succeed, your systems, data, and operations must be resilient enough to recover quickly. Executive-Level Buy-In  – Security is not an IT project; it’s a business priority. Leaders who model awareness set the tone for the rest of the organization. At Synergy, we design programs that combine these elements into a  practical, continuous cycle —not a one-time checkbox exercise. That’s what makes the difference between companies that stumble and companies that bounce back stronger. Final Thoughts Phishing is not going away. In fact, it’s evolving faster than most defenses. At Synergy, we believe the only smart response is to face it head on—with training, processes, and continuity plans that reduce risk and keep your business moving, even in the face of inevitable attacks. Ignoring phishing in 2025 isn’t just risky—it’s a business decision that leaves your organization exposed. Preparing for it is essential. And we can help. Explore our Security & Business Continuity Services »