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Top Technologies Transforming Customer Service

November 18, 2024

Customer service is the foundation of any successful business, and with each passing year, customer expectations continue to rise. Meeting these expectations requires more than just dedication; it demands the right tools and technologies. Research shows that more than half of customers now prefer self-service options to speaking with a representative, reflecting the growing desire for quick, accessible solutions.

Here’s a look at some of the top technologies reshaping customer service and helping businesses stay competitive:

Artificial Intelligence (AI) and Machine Learning

AI and machine learning are revolutionizing customer service, transforming everything from customer interactions to internal operations. Through AI-powered chatbots, businesses can offer instant responses to common inquiries, reducing wait times and allowing human agents to focus on more complex issues. Additionally, machine learning algorithms can analyze past interactions to improve responses, predict needs, and personalize service, enhancing the customer experience in meaningful ways.

Omnichannel support

Today’s customers use multiple channels to reach out—phone, email, chat, social media, and more—and they expect a smooth, consistent experience across each one. Omnichannel support integrates these various touchpoints, allowing customers to switch channels without repeating information. This not only improves customer satisfaction but also helps companies provide a seamless, unified service experience.

Cloud-based customer service platforms

Cloud technology has brought unprecedented flexibility and scalability to customer service. By moving customer service operations to the cloud, companies can easily scale their support capabilities up or down, ensuring they can handle peak times or unexpected surges in demand. Cloud platforms allow agents to work from anywhere, making remote and hybrid customer service teams effective and responsive.

Self-service solutions

Self-service tools like knowledge bases, FAQs, and community forums empower customers to find answers on their own. Not only does this reduce the burden on customer service teams, but it also meets the preferences of customers who prefer solving issues without direct assistance. By offering robust self-service options, companies can boost satisfaction while freeing up resources for more complex inquiries.

Data analytics and customer insights

Data analytics has become an invaluable tool for understanding customer behavior and preferences. By analyzing customer interactions and feedback, companies gain insights that can shape more personalized and proactive service. For instance, if data shows recurring issues or common questions, businesses can address these proactively through FAQs or dedicated service strategies, ultimately improving the customer experience.

Robotic process automation (RPA)

RPA uses software “robots” to perform repetitive, rule-based tasks, such as data entry, form processing, or responding to basic queries. By automating these routine tasks, RPA frees human agents to focus on complex and high-value activities. This not only improves efficiency but also allows employees to spend more time solving nuanced problems, creating a better experience for customers.

Planning your customer service roadmap

With so many technologies available, it can be challenging to know where to start. Each business has unique needs, and the best approach to implementing new technologies is to have a clear roadmap. Our team of IT consultants can help you evaluate your current setup, identify key areas for improvement, and design a technology roadmap that aligns with your business goals.

Six Simple Steps to Enhance Your Email Security

November 18, 2024

Email is a fundamental communication tool for businesses and individuals alike. But it’s also a prime target for cybercriminals. Cyberattacks are increasing in sophistication. This means enhancing your email security has never been more critical.

By taking proactive measures, you can protect your sensitive information as well as prevent unauthorized access and maintain communication integrity. Here are six simple steps to enhance your email security.

Use strong, unique passwords

Passwords are the first line of defense for your email accounts. A weak password is like an open invitation for cybercriminals. To enhance your email security, use strong, unique passwords. Ones that are difficult to guess.

Consider using a password manager. Remembering several complex passwords can be challenging. A password manager can help you generate and store unique passwords for all accounts. With a password manager, you only need to remember one master password. This simplifies the process while enhancing security.

Enable two-factor authentication (2FA)

Two-factor authentication (2FA) adds an extra layer of security to your email accounts. Even if someone gets hold of your password, they won’t be able to access your account. They would need the second factor of authentication to do that.

Enable 2FA for all your email accounts. Most email providers offer this feature and setting it up usually takes just a few minutes. This simple step significantly improves your email security.

Be cautious with email attachments and links

Email attachments and links are common vectors for malware and phishing attacks. Clicking on a malicious link or attachment can give attackers access to your system. Exercise caution to protect your email security.

Before opening an attachment or clicking on a link, verify the sender’s identity. If you receive an unexpected email from someone you know, contact them. But do it through a different channel to confirm they sent it. For emails from unknown senders, exercise extra caution.

Keep your email software updated

Software updates often include security patches that address vulnerabilities in your email client. Keep your email software updated. This ensures you have the latest protections against known threats.

Most email clients and operating systems offer automatic updates. Enable this feature. It ensures your software stays up to date without requiring manual intervention. Automatic updates reduce the risk of missing critical security patches.

Use encryption for sensitive emails

Encryption adds a layer of protection to your emails. It encodes the content, making it readable only by the intended recipient. This ensures that even intercepted email information remains secure.

If you’re sending encrypted emails, make sure the recipients know how to decrypt them. Provide clear instructions about how to access the encrypted content securely.

Watch your email activity

Regularly monitoring your email activity can help you detect suspicious behavior early. By keeping an eye on your account, you can take swift action if something seems off.

Many email providers offer activity alerts. They notify you of unusual login attempts or changes to your account settings. Enable these alerts to stay informed about your account’s security status.

Review your email account activity on a regular basis. This includes login history and devices connected to your account.

Is Your Company Data at Risk? A Guide to Data Backup and Recovery

November 18, 2024

Picture coming to work one day and discovering all your essential business files – client data, financial records, project documents – are gone. Data loss can happen for many reasons: accidental deletion, hardware failures, cyberattacks, and even natural disasters. It’s not something anyone anticipates, but every business is at risk, and a solid data backup and recovery plan is crucial.

Research shows that nearly 60% of small businesses close within six months after major data loss. Backing up data means creating secure copies of your files that can be restored if something goes wrong.

Why Backups Matter

Data backups protect your business from:

Accidents: Deleting important files by mistake.
Hardware Failures: When devices crash, data stored only on that device is at risk.
Cyber Threats: Ransomware and other attacks that can lock you out of your data.
Compliance Needs: In many industries, data retention is required by law.

Steps to build your backup and recovery plan

First, identify critical data. List the essential files and databases you need to protect – think customer records, finances, and project information.

Next, select a backup method. On-site backups store data on local storage It is quick but can be vulnerable to physical risks like fires, hardware failures and environmental factors.

Cloud backups keep your data off-site, usually with a cloud provider like Amazon. This protects it from local threats and makes it accessible anywhere.

The downside to cloud-only backups is recovery. In the event of a catastrophic failure, such as a failed server, your data must be downloaded from the cloud, which can take days depending on how large your data set is.

Hybrid backups combine on-site and cloud options. It offers the best of both worlds – protecting your data from a local disaster, but also providing quick recovery in the event of data loss.

Automate backups

Automated backups save time and reduce the risk of forgetting. Humans get busy, forget, or procrastinate – automated backup software will run when it is supposed to, and alert if there’s a failure.

Test your backups

Regularly check your backups to ensure you can recover data if necessary. Years ago when tape backups were in use, we were called in to help an accounting firm that suffered a server failure and wasn’t able to get help from their “IT guy.”

The office manager was diligent about changing their backup tapes every day, up to keeping a log and checklist next to the server.

However, the old IT company never actually checked the backups. There was an error nearly a year before that had prevented any backups running properly for 11 months.

Plan for recovery

Outline steps for restoring data, who’s responsible, and the expected timeframe to minimize downtime during a crisis. It is vitally important you understand the true time to recover in the event of a disaster.

If you’re ready to improve your data backup and recovery, reach out to our team for guidance. We can help create a plan that keeps your business secure and your data accessible, no matter what happens.

Could An Email Signature Be A Hidden Threat To Your Business?

October 15, 2024

Thomas Fox is president of Tech Experts, southeast Michigan’s leading small business computer support company.

You’re wrapping up a meeting when your phone buzzes with a new email. It’s from a key supplier and looks urgent. The message is short, direct, and ends with the familiar email signature you’ve seen countless times.

Without hesitation, you act on the request, but hours later, you discover that the email wasn’t from your supplier at all. The signature that convinced you it was legitimate was a clever forgery. Now you’re dealing with the fallout of a security breach that could have been avoided.

This isn’t a far-fetched scenario. It’s happening more often than you might think. Email signatures, those blocks of text at the end of every professional email, are being weaponized by cyber criminals.

While you’ve (hopefully) invested in securing your networks and training your team, the security of your email signature might be the last thing on your mind. But ignoring this small detail can open the door to big risks.

An email signature is more than just a formal way to sign off. It’s a digital fingerprint of your business identity. It contains crucial information such as your name, job title, contact details, and often your business’s logo and links.

For your clients and colleagues, it’s a mark of authenticity. But for cyber criminals, it’s a treasure trove of information that can be exploited to deceive and defraud.

What makes email signatures particularly vulnerable is their consistency and familiarity. The more frequently someone sees your signature, the more they associate it with legitimacy.

Cyber criminals take advantage of this by creating emails that appear to come from you or your trusted contacts, complete with a forged signature that looks almost identical to the real thing.

The reality is that many businesses overlook the security of their email signatures. They’re often seen as an afterthought, something that’s nice to have but not critical to protect. This can be dangerous. Without proper security measures, your email signature can easily be spoofed, making your business – and your clients – vulnerable to attacks.

Understanding the risks is the first step toward protecting your business.

For instance, if your email signature includes links, those links can be manipulated to direct recipients to malicious websites. Your title and contact details can be used to create highly authentic looking emails.

To safeguard your business, rethink how you approach email signatures. Start by standardizing the format across your company. When everyone’s signature looks the same, it’s easier to spot anomalies that could indicate a security threat.

Make sure that the links in your signatures are regularly verified to point to secure, legitimate websites. And, while it might be tempting to include lots of information in your signature, remember that the more data you provide, the more opportunities you’re giving cyber criminals to exploit it.

If you need help with this or any other aspect of your cyber security, get in touch.

Why Securing Your Software Supply Chain Is Critical

October 15, 2024

Small businesses rely heavily on software – whether it’s locally installed or cloud-based. As this reliance grows, the need to secure the entire software supply chain has never been more important. Every stage of the process, from development to delivery, must be safeguarded. A vulnerability or breach at any point can have serious consequences, potentially disrupting operations and damaging reputations.

A recent global IT outage, which occurred last July, serves as a stark reminder of these risks. This outage affected airlines, banks, and numerous other businesses worldwide.

The cause? An update gone wrong from a trusted software supplier, CrowdStrike. The company played a crucial role in many software supply chains, and this single issue led to widespread disruptions.

The growing complexity of the software supply chain

Software today is a web of interconnected components and systems. It’s no longer just about a single program or platform. Open-source libraries, third-party APIs, and cloud services are all part of the larger ecosystem. Each of these components introduces potential vulnerabilities. As software becomes more complex, the risks increase.

A vulnerability in one part of the supply chain can easily spread and affect other systems that rely on it. A single weak link can lead to widespread issues, as seen with the CrowdStrike example. For businesses, it’s crucial to recognize that securing one system isn’t enough—everything connected to it must be secure as well.

In addition to these technical challenges, businesses often rely on continuous integration and deployment (CI/CD) pipelines, which automate the process of updating and improving software.

While these pipelines offer efficiency, they can also introduce malicious code if not properly secured. This makes it critical to safeguard the entire CI/CD process.

The rising threat of cyber attacks

Cyber threats are evolving rapidly, and attackers are becoming more sophisticated in how they exploit software vulnerabilities. One of the key tactics used by cybercriminals today is infiltrating trusted software suppliers to gain access to wider networks. This approach is particularly dangerous because businesses tend to trust their suppliers implicitly.

Infiltration methods have also become more advanced with cybercriminals using techniques such as zero-day exploits, advanced malware, and social engineering to breach systems. These threats are often difficult to detect and can cause significant damage before they’re even identified.

Navigating regulatory requirements

In addition to the direct risks posed by cyber threats, businesses are also under increasing pressure to meet regulatory requirements. Compliance standards such as GDPR, HIPAA, and the Cybersecurity Maturity Model Certification (CMMC) mandate that companies implement strict security measures to protect sensitive data and systems.

It’s not just about meeting these standards within your own business; vendor risk management is equally important. You must ensure that the suppliers and partners you work with adhere to the same security protocols. Conducting regular audits and assessments of their practices is key to maintaining a secure supply chain.

Data protection is especially crucial in industries such as finance and healthcare where sensitive information is regularly handled. Securing the software supply chain is one of the most effective ways to ensure this data is protected from unauthorized access.

Steps to secure your software supply chain

To reduce the risk of a breach, businesses should adopt several key practices. Start with strong authentication measures to ensure that only authorized personnel have access to critical systems. Implement phased rollouts of software updates to minimize the potential for widespread issues. Instead of updating all systems at once, test updates on a smaller scale first to identify any problems before applying them more broadly.

Conducting regular security audits is essential for identifying potential weaknesses, both within your own systems and those of your vendors. In addition, secure development practices should be integrated into your software development lifecycle from the outset, ensuring that security is a priority from day one.

Monitoring your systems for threats using tools like Intrusion Detection Systems (IDS) and Security Information and Event Management (SIEM) solutions is another key defense mechanism.

And finally, don’t overlook the importance of employee education. Security awareness training can help prevent human errors that might otherwise expose your business to risk.

7 Strategies For Tackling “Technical Debt” At Your Company

October 15, 2024

Technical debt is a common challenge many businesses face as they scale. It refers to the consequences of opting for quick, short-term solutions for your IT infrastructure and maintenance rather than well-thought-out, long-term approaches. Over time, this “debt” builds up, leading to inefficiencies, higher maintenance costs, and increased risks.

Addressing technical debt effectively is key to staying competitive and running a smooth operation. Here are seven strategies to help your business manage and reduce technical debt.

Identify and prioritize debt

The first step to solving any problem is understanding it. Conduct a thorough audit of your existing IT systems and software to identify where technical debt exists. Prioritize the most critical issues that affect business operations, security, or scalability. Focus on the most urgent matters first while planning to tackle less pressing ones in phases.

Adopt regular maintenance cycles

Proactive maintenance is essential to keeping technical debt from spiraling out of control. Establish regular review cycles for your software, systems, and infrastructure. This includes updating outdated code, replacing legacy systems, and addressing any known vulnerabilities.

Break down large projects

Large-scale projects are often more prone to accumulating technical debt. Breaking them down into smaller, manageable components allows for better testing, easier maintenance, and clearer insight into potential issues. This approach also enables your team to address problems incrementally rather than letting them grow unnoticed in a large, complex system.

Automate where possible

Automation can significantly reduce the chance of human error and free up resources for higher-priority tasks. By automating testing, deployment, and monitoring, you can ensure that your systems remain robust and consistent over time.

Refactor regularly

Refactoring is the process of restructuring existing infrastructure and equipment to improve its efficiency without changing its functionality. Regular refactoring helps keep systems efficient and prevents them from becoming difficult to maintain.

Engage stakeholders early

Technical debt often accumulates when business goals and IT goals are misaligned. To avoid this, involve key stakeholders early in the decision-making process. This ensures that your IT investments align with your company’s strategic goals, allowing for thoughtful, future-proof solutions that won’t add unnecessary debt.

Work with trusted IT partners

Managing technical debt can be challenging, especially for small and mid-sized businesses that may lack the internal resources to tackle it effectively.

Partnering with a managed service provider (MSP) can help alleviate this burden. A good MSP will proactively monitor your systems, address technical debt, and provide strategic guidance on how to keep your infrastructure and software optimized for the long term.

Technical debt, if left unchecked, can become a major obstacle for your business. By identifying it early, adopting a proactive maintenance strategy, and prioritizing quality in your development processes, you can reduce the impact of technical debt and ensure that your company’s IT infrastructure supports growth rather than hindering it.

When necessary, work with experienced partners to guide you through these challenges and help you manage the complexity of modern IT systems.

Enhancing Employee Performance With A Mobile-Optimized Workspace

October 15, 2024

Workspaces have evolved significantly, allowing employees to work and collaborate from virtually anywhere. Whether they’re at a café, at home, or traveling, the ability to stay connected and productive is transforming how businesses operate. This shift toward mobility is driven by the adoption of mobile-optimized workspaces, which enhance both performance and productivity.

At the heart of a mobile-optimized workspace is the ability to access files, applications, and communication tools seamlessly, regardless of location. By leveraging cloud-based systems, employees can quickly retrieve and work on the documents they need, collaborate with team members, and continue to meet deadlines without needing to be in the office. Cloud integration is key to maintaining this flexibility, enabling work to continue uninterrupted from any device.

Mobile-first applications play an important role as well. They ensure that the same functionalities available on a desktop computer are accessible from a mobile device. A well-designed mobile application should be intuitive, responsive, and reliable, ensuring employees can work efficiently from their phones or tablets. When an app provides the same user experience as its desktop version, employees are more likely to embrace the mobile work environment, leading to higher productivity levels.

Effective collaboration tools are another core component of a mobile-optimized workspace. Real-time editing, video conferencing, and seamless file sharing allow teams to stay connected, regardless of where they are. These tools create a dynamic and flexible work environment, where decisions can be made more quickly, ideas are shared easily, and teams can stay aligned.

Security is always a top concern in a mobile work environment. Increased mobile device usage expands the potential for security risks. Managing this risk requires the implementation of secure mobile device management (MDM) solutions.

Employee training is essential to the success of a mobile team. It’s important to ensure that employees not only understand how to use mobile devices and applications but also know how to do so safely. Training programs should focus on both the functionality of the tools and security best practices, helping employees avoid the pitfalls of mobile work while maximizing its potential.

Adopting a mobile-optimized workspace offers several key benefits. It increases productivity by allowing employees to work from any location without the limitations of being tied to a desk. The ability to collaborate more effectively leads to better decision-making as teams can communicate and share information in real time.

This flexibility also positions your company as a forward-thinking employer, which is crucial in attracting and retaining top talent. Additionally, a mobile-optimized setup often leads to cost savings as businesses can reduce their reliance on physical office space and the associated overhead costs.

However, there are challenges to consider. With employees working from various locations and devices, the risk of security breaches increases. Implementing robust security measures, such as encryption and two-factor authentication, helps mitigate these risks.

Additionally, mobile devices can lead to distractions. It’s important to encourage employees to use focus apps or features that reduce interruptions during work hours. Data usage is another consideration. High mobile data consumption can become costly, so providing mobile hotspots or Wi-Fi allowances may be a practical solution.

While there are challenges associated with creating a mobile-optimized workspace, the benefits far outweigh them. With the right tools, training, and security measures, businesses can create a flexible, productive work environment that not only enhances performance but also prepares them for future growth.

Small Business Cyber Security Is A Team Effort

September 16, 2024

There are loads of important things you need to think about for your business. Loads. But we’re adding another one to your list: Cyber security awareness.

You’d be forgiven for thinking this is an IT problem, something for them to sort out. Sorry to say, but you’re wrong. It’s something that every single person in your company needs to be on top of, from the big boss to the latest hire.

You see, cyber threats are always changing and getting more sophisticated. A one-time training session just won’t cut it in today’s cyber-threat landscape. You need to keep everyone in the loop with regular updates. Think of it like this – in the same way you need regular check-ups to stay healthy, your team needs regular cyber security training to keep your business safe.

What does this training look like? There are a couple of ways to do it. First, there’s the good old traditional method – you know, lectures and presentations. One-way training. These are great for laying down the basics and introducing new concepts. But let’s be honest, they can be a bit… boring.

That’s why it’s a great idea to mix in some interactive training too. Imagine phishing simulations where your team learns to spot fake emails before clicking on them. Or hands-on workshops where they can use the security tools and protocols they’ve been hearing about. These methods are not only more engaging but also help the info stick better.

Combining these traditional and interactive methods is where the magic happens. Start with some solid grounding through presentations, and then get everyone involved with practical exercises.

This way, the knowledge isn’t just in one ear and out the other – it’s learned, remembered, and applied.

Let’s talk frequency. Since cyber threats are always evolving, training shouldn’t be a once-a-year thing. Regular sessions throughout the year will keep your team sharp and ready to handle anything that comes their way.

Creating a strong cyber security culture in your company is key. This means making cyber security everyone’s responsibility. Encourage a culture where if someone spots something fishy, they speak up right away. Communication is super important here.

And remember, this starts at the top. If the leaders in your company are taking cyber security seriously, everyone else will too. So, make sure the big shots are not only participating in the training but also showing how important it is. Lead by example, right?

Cyber security is something that affects the whole business. Every email, link, and password matters. By making sure everyone is trained and aware, you’re building a strong first line of defense against cyber threats.

We can help you get your team started – get in touch.

Windows 10: The Final Countdown – It’s Time To Upgrade

September 16, 2024

Windows 10 has served us well. But its time is running out. Microsoft plans to end support for Windows 10 on October 14, 2025. This means no more security updates, no more patches, and no more support.

It’s time to upgrade to Windows 11. This is especially true for business users with many systems to check and upgrade. This change isn’t just about getting new features. It’s about ensuring your PC stays secure, fast, and capable.

Why you need to upgrade now

Security concerns: No more updates mean no more security patches. Upgrading to Windows 11 ensures you receive the latest security updates.

Enhanced performance: Windows 11 is designed to be faster and more efficient. It optimizes your hardware, providing better performance.

Improved features: The redesigned Start Menu and Taskbar offer a fresh, modern look. Snap Layouts and Snap Groups help you organize your workspace. Virtual Desktops allow you to create different desktops for different tasks.

Hardware requirements for Windows 11

Not all current PCs can run Windows 11. Here are the basic hardware requirements:

A compatible 64-bit processor with at least 1 GHz clock speed and 2 or more cores.
16 GB of RAM or more.
64 GB of storage or more.
UEFI firmware with Secure Boot capability.
TPM version 2.0.
DirectX 12 compatible graphics with a WDDM 2.0 driver.

If your PC doesn’t meet these requirements, consider upgrading.

Upgrading your PC

Opportunity to modernize: Newer PCs come with better processors, more RAM, and faster storage.

AI-enabled PCs: Consider PCs that offer advanced features powered by AI.

Energy efficiency: Modern PCs use less power without compromising performance.

Benefits of upgrading to Windows 11

Better user interface: Windows 11 offers a cleaner UI with a centered Start Menu and simplified Taskbar.

Improved multitasking: You can easily organize open windows, switch between tasks and create separate desktops.

Integrated Microsoft Teams: Quickly start a chat or video call directly from the Taskbar.

What are the risks of waiting to upgrade?

Increased vulnerability: Waiting to upgrade increases your vulnerability. As the end-of-support date approaches, the risk of security threats grows.

Potential compatibility issues: New applications and updates may not be compatible. By upgrading now, you ensure compatibility with the latest software.

Business disruption: Starting an upgrade for your office now gives time for a smooth rollout.

How to Upgrade

Check compatibility: Check if your PC meets the requirements using the PC Health Check tool.

Backup your data: Avoid losing important files during the upgrade process.

Follow upgrade instructions: This may involve downloading the installation file and running the setup.

Seek professional help: If you’re unsure about upgrading, seek the help of Tech Experts.

Streamlining Success: A Guide To Task Automation

September 16, 2024

Running a small business is a whirlwind. You juggle a million tasks and wear countless hats. You also constantly fight the clock. What if you could reclaim some of that precious time?

Enter task automation. It’s your secret weapon for streamlining your workflow and boosting productivity. By automating routine and repetitive tasks, small businesses can gain many benefits such as freeing up valuable time and resources. Every minute saved can translate to increased productivity and profitability.

What is task automation?

Task automation involves using technology to automate repetitive, manual tasks. Imagine software handling data entry, scheduling appointments, or sending out invoices. All this without your constant oversight. This frees you up to focus on strategic initiatives that drive growth.

88% of small business owners say that automation helps them compete with larger companies.

What tasks can you automate?

You can automate many tasks across different departments in a small business. Here are some examples:

Marketing: Schedule social media posts and send automated email campaigns. You can also generate personalized marketing materials.

Sales: Generate quotes and send automated follow-up emails. Track sales performance through automated reports.

Customer service: Set up chatbots to answer frequently asked questions. Automate email responses for order confirmations. Have automation manage appointment scheduling.

Human resources: Automate payroll processing and manage employee onboarding tasks. Send out automated reminders for performance reviews.

Finance: Automate data entry for invoices and receipts. Schedule recurring payments and generate automated financial reports.

Getting started with task automation

Identify repetitive tasks. Analyze your daily workflows and pinpoint repetitive tasks. Ask employees what manual tasks take them the most time.

Choose the right tools. There’s a vast array of automation tools available. You’ll find everything from simple scheduling apps to complex management platforms. Research and choose tools that integrate seamlessly with your existing software.

Start small. Don’t try to automate everything at once. Begin by automating a few key tasks and gradually expand as you get comfortable.

Invest in Training. Provide your team with proper training. You want them to feel comfortable integrating them into their workflow.

The future of automation for small businesses

Automation technology will continue to evolve, especially with the pace of AI development. Small businesses will have access to even more powerful tools to boost productivity. Automating now gets you ahead of the competition.

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