Welcome to season 3 of the Public Key podcast! New Season, New Hosts, New Look. A Scamdemic is something we could have never imagined, but with the evolution of blockchain, crypto and AI we are right in the middle of the new age of fraud. The best people to share what is at the heart of this systematic shift by criminals into the world of Web3 are Caitlin Barnett (Director of Regulation & Compliance, Chainalysis) and Trisha Kothari (CEO & Founder, Unit21).
You can listen or subscribe now on Spotify, Apple, or Audible. Keep reading for a full preview of episode 149.
Public Key Episode 149:The Rise of Deepfakes and What It Means for Financial Security
A Scamdemic is something we could have never imagined, but with the evolution of blockchain, crypto and AI, we are right in the middle of the new age of fraud.
The best people to share what is at the heart of this systematic shift by criminals into the world of web3 are Caitlin Barnett (Director of Regulation & Compliance, Chainalysis) and Trisha Kothari (CEO & Founder, Unit21).
Trisha shares her journey from a Google intern to leading a successful regtech startup that is at the intersection of AI and fraud prevention.
The duo explore strategies from tech giants, the rise of AI in financial fraud and the increasing prevalence of scams in the crypto industry.
Trisha shares Unit21’s innovative approaches to data monitoring, fraud detection and leveraging AI to enhance compliance, while highlighting the challenges and innovations in fraud prevention and the focus on mission-driven solutions to combat financial crime.
Quote of the episode
”Traditional KYC is dead. And the reason is that, when you actually think about fraud and why it’s growing so much, all fraud happens after KYC. Fraud happens after the company has made sure that the customer is passing all of the relevant checks that are needed to create an account.” – Trisha Kothari (CEO & Founder, Unit21)
Minute-by-minute episode breakdown
2 | Trisha’s early experimentation experience as an intern at Google
4 | The current state of fraud and the acceleration of it using AI
6 | Fraud detection and prevention in crypto and financial sectors
11 | $25 Million deepfake scam on hedge fund using AI
14 | How AI is changing the future of fraud and compliance work
17 | Traditional KYC is dead!
20 | Is 2025 the year of the SCAMDEMIC?
23 | Reducing false positives in fraud detection with AI
25 | Entrepreneurship, mission-driven work and building a team at Unit21
27 | AI integrations to combat elderly fraud
Related resources
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Speakers on today’s episode
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Transcript
Caitlin
Hi. My name is Caitlin Barnett, and I’m the director of regulation and compliance here at chainalysis, and I’m really excited to be talking to Trisha this morning. Thank you so much for taking the time to join us, Trisha. Would you like to go ahead and introduce yourself? Thank
Trisha
you, Caitlin, for having me. I’m Tricia. I’m the founder and CEO of unit 21
Caitlin
so let’s get right into it. Why don’t we start with just some basic stuff, early on in your career, you had a few internships since at Google. What was your experience like working for a thing company so early on in your career?
Trisha
Yeah, I was very fortunate to work at some many different types of tech companies during my summer internships. And what I really loved about my internship at Google was just learning how they created this culture of experimentation in engineering so every they would have this, you know, once a week you can work on a 20% project. And so it could be something completely unrelated to work. It could be something related to work too, but it could be, you know, you’re creating a Lego structure or something like that. And I thought even if that particular 20% concept may not be applicable to your company. What I really loved is that it created a culture of you can build things and you can do things and you don’t, you don’t need to be in a regimented way that you’re working. So it gives you the ability to be more creative. And I think that that was really amazing from learning from those companies. Because even though they are, of course, really huge, trillion plus dollar companies today, they have a bent of experimentation still.
Caitlin
Yeah, absolutely. And so now, as a CEO and founder, are there any strategies, policies or standards that you learned during your time at Google that you’ve applied to unit 21
Trisha
Yeah, so I’ll give an example. We have a hackathon every year at unit 21 and it’s for a week that the engineering and product teams, they don’t, you know, work on the specific projects for for unit 21 it could be something related to unit 21 that they want to do, but they often just do anything and any crazy thing. And a lot of our greatest ideas have come from these hackathons. So that’s been really great to incorporate on an annualized basis, to have a week like that.
Caitlin
That’s super interesting. So you also spent three years as a product manager at a firm and as one of the first buy now pay later companies. What were some of the projects you were working on? As an early engineer,
Trisha
I worked on several projects. I was a part of the team that wrote the original ledger, as well as it built a lot of the early risk related projects, and that got me exposed to a lot of the problems in the space of fraud and AML, which led to the birth of unit 21
Caitlin
that’s amazing. So fast forward almost about a decade later, right? What are your thoughts on BNPL, and do you feel that this has benefited society or enabled the young generation to spend on items that they can’t afford?
Trisha
Yeah, it’s a great question. I overall think that it BNPL, what is really interesting about the way that a form was approaching it was instead of just using the FICO score as an ingredient, they were using several other factors and giving opportunities for people to get a loan if they needed who may not have typically been eligible, but not because they could not have the ability to repay. And so I think that is a really great aspect of a form, is it is expanding financial services to more people. And instead of, you know, very typical, and I’ll give an example, let’s say if you’re an immigrant in the US, and you have no credit history, but you have the ability to repay a loan, you’re just not going to get it. So unless you have a lot of credit history, your FICO is not going to be good. And there are many people, for many reasons, they don’t have that. So I definitely am very appreciative of a form another company’s contribution to expanding this reach of financial services.
Caitlin
so before we get into unit 21 can you give us the existing state of fraud and maybe some high level stats that will level set the conversation and the importance of fraud detection and prevention?
Trisha
Yeah, absolutely. So fraud is prevalent significantly and only increasing. In particular, from an existing state perspective, in the last two years, chat, GPT has and other AI tools have become really big. And what the implication of that is that it’s not only available to you know, regular people who are using it for whatever purposes that they want, but also to fraudsters, and fraudsters are using it for very sophisticated scams. So I’m sure everyone has received the Nigerian prince email at some point in their life. And you know, you know that it’s a scam because you know that there’s spelling mistakes and punctuation error, then it’s absolutely insane, like a Nigerian prince. But now the scams are getting very realistic, so it really looks and reads like a proper a proper request for money that that is very believable and and the scams are getting also quite scary. In terms of one of the cases that we saw, unit 21 was that there is a grandparent that received a voice note from their grandchild saying that, hey, I need some money. Please don’t tell mom and dad about it, oh, no. And it was a voice clone using AI, which is really believable. And the grandparent, of course, sends the money to the grandchild, and right? And only after several months do they even realize that this has happened. So the scams are prolif are increasing at a really prolific rate. In fact, the FBI says it’s the highest growing financial grant, and it’s growing by over 23% year over year.
Caitlin
Wow. 23% is really insane. I mean, just the amount of spam calls that I’m getting, I can I can only imagine how many are out there, in general. All right, so talk to us a little bit about unit 21 with so many reg tech and fraud fighting SAS companies supporting the financial sector. What problem did you and the team set out to solve that you felt wasn’t being appropriately handled in the market?
Trisha
Yeah. So our when we started the company, we started with primarily two products, transaction monitoring and case management, and what we found was not being handled well, is that while there are a lot of anti fraud and AML software companies, they were primarily serving banks. Banks have more straightforward products as a checking account, a savings account, but for crypto companies, it’s not really a checking account. It’s, you know, you can put money, you can trade. And banks, really, for these companies, banks that have, they didn’t have the concept of, okay, how do I translate something that I built for a bank into into something for a crypto exchange? So at unit 21 we realized that what is really important is to have a very flexible and customizable transaction monitoring engine, where you can put in your own data that is tailored to your own business, you can put in your own types of logic to identify a suspicious activity that is again tailored for your own business. And you can create your own workflows that is tailored to your own business. And that was our main focus area, which is, how do we enable companies that have really unique business models to absolutely,
Caitlin
yeah, I feel like customization is always the biggest feature request that you know we get on the chain analysis side as well. So super important that you guys are tackling that. And then it was there a specific area of fraud that you and the team were focused on, and if so, how has your product suite evolved since then?
Trisha
Yeah, we focus in general, because the goal is really data model that is customized. Ultimately, we are able to solve really any type of fraud that you’re interested in. And. You can write logic to identify any type of fraud. The biggest use cases, I would say within unit 21 are three types of fraud. The first is scams, the second is ACH fraud, and the third is first party fraud. And I would say these are the biggest three areas of fraud that we see our customers use us for but because the data model is so customizable and so flexible, and that’s really the way that the product is built, it can work with any type of to solve any type of fraud,
Caitlin
that’s awesome. So what are the biggest trends that you’re seeing in fraud, especially as we enter 2025 and how do companies like yours help clients mitigate these risks.
Trisha
Yeah. So the biggest trend, I would say, is a proliferation of scams. And so we’re really excited about two things, firstly, in the identification of scams, the way unit 21 works is, instead of just doing transaction monitoring, we look at all of the user activity across, across everything that the user has done. So we look at things like the login or the password changes or the admin changes, and we’ll say, Okay, if you send just $10,000 in itself, it may not be that suspicious, but if you just change your password and then you send $10,000 that’s a really important signal, and for a lot of scams, it’s very difficult to detect, typically, because the person who’s getting scammed is, you know, has intent to send the money, like they actually believe that they are in a romantic relationship, and so, or, you know, whatever the type of scams, are they going to have, like, an investment, really great investment outcome. And so they’re often doing it from their own device, from their own IP address, so the typical signals that are used to identify fraud don’t really work with scams, and that’s why our main focus is use all of your data, because then that’ll enable you to identify any type of breadcrumb the scammer is Leaving, and things like password changes, admin changes, etc.
Caitlin
Yeah, that’s super interesting. It’s so heartbreaking, too, when you see people falling for these various scams, and to your point, they think it’s legitimate, and it’s so difficult to try to try to explain to them otherwise. So can you walk us through some of the use cases where you feel that unit 21 is completely dominating the industry and what clients know you for most? Yeah,
Trisha
I would say there are two main The first is for within fraud detection, the ability to be able to iterate really quickly because of our customizable transaction monitoring engine. And the transaction monitoring engine is super customizable, so you have the ability to create your own risk ratings, leverage that in your logic, the ability to test against historical data, run AB tests on your rules and and then use that to identify any type of fraud that you’re interested in. And second is AML, a lot of companies leverage us for anti money laundering regulation, and we have not only a transaction monitoring system, but also a case management system that enables three things. First is really deep dive investigations. Second is regulatory filing and meeting of regulatory obligations. And the third is automation. So we have a lot of automation in built so you don’t have to scale your risk and compliance teams at the same rate as your business is scaling.
Caitlin
That’s always a positive for compliance departments, for sure. So we see that you also support many crypto and blockchain companies, including crypto.com backed and wealth, simple as some examples. When did you first get introduced to crypto personally, and then as a business?
Trisha
Personally? I, you know, it was like the early days, and I everyone was talking about it, and it was like this crazy new thing. And is Bitcoin going to take over the world? And like to do yours, but as a business, it was free from the DNA as well. You know, with respect to the types of companies that unit 21 set out to serve, it is companies with that one the degree of control and flexibility over the type of data that they’re sending. They don’t want to just say that, Oh, I’m only going to send ACH transactions, or I’m only going to send wire transfers. They want to be able to send information about all right, I have this concept like an NFT, and and, and this is what the NFT is, and, and your is, your is the price that it was last rated at. And they have the ability to customize that and send that type of data over, and then be able to monitor whatever they want and have the workflows from a regulatory standpoint that they can again customize for their unique businesses. So crypto has been there from day one. Because of the really high need for customizability within the crypto industry.
Caitlin
Yeah, absolutely. And so would you say there are any crypto specific fraud typologies that your company has detected? And you know, if so, why do you think this fraud happens in crypto more than it does in traditional financial institutions or fintechs?
Trisha
I would say scams is again the biggest we, you know, 40% of the our customers who block their users are blocking them because of scams. And after 40% about a third is because of elder abuse. So crypto is, you know, the vectors of fraud are the same, whether it’s crypto and or whether it is in, you know, a traditional bank. Ultimately, there are two ingredients for any fraud fraudster, that’s need and greed. And as long as you capitalize on that, you know, greed for an investment or or or need for, hey, I’m going to turn off your electricity because you haven’t paid this bill. So you need to pay more now, now and, and that’s what we see within within the crypto industry as well. So the main ingredients are the same, but scams in particular, is higher in crypto because of the ability for really fast money movement, and the ability to eventually have it be potentially obfuscated in some ways, and that’s what our partnership with chainalysis, that we’ve now had for Several years is really great to bring light into what is the end destination for for crypto? I
Caitlin
think I’m going to steal this meet and greet. I’ve never heard that before, but that that summarizes it perfectly. So we’re going to switch gears a little bit. In the last six months, we would say the biggest buzzword in the industry has been AI. So how are you seeing bad actors take advantage of this evolving technology to conduct the fraudulent activity against your customers?
Trisha
Fraudsters are the most entrepreneurial and creative people of the times. They were the first ones. They were like, we’re gonna get on this and and the way that they’ve leveraged it is really to create, you know, I’ll give an example. And this is a public case. In Hong Kong. Last year, there was a hedge fund that lost $25 million to a scam, to a deep fake scam. And the way it worked is someone was pinged by the CFO saying that, hey, you need to send 25 million bucks on an hedge fund. You know, this is not, not atypical, to send these high dollar amount of transactions. So But, and this person, they who made the transaction, they were, you know, they said, Hey, let’s get on a zoom call and let’s shot. Let’s check and talk about it. And, and they got on a zoom call, and, and because it was a deep fake, it the person you know thought that, okay, the CFO was real. And, and send that money over. And that’s showing how prolific this is becoming, even if you take the right measures, their process are a step ahead. And so it’s really important as an industry that we aren’t averse to leveraging technology, because we will be the ones falling behind. Yeah,
Caitlin
we always kind of make the analogy. It’s almost like whack a mole, right? Like, as soon as you figure out that one pattern and get that down, somebody else pops up very quickly with another way to get around it. So I totally agree with your first point that they are probably the most sophisticated smart people when it comes to utilizing this new technology. But criminals aren’t the only ones using this technology. So how has unit 21 been able to use AI, and how can compliance departments use it to combat financial crime? Yeah,
Trisha
so one of the things that we’re seeing and the increase in fraud and scams around the world, is just, there’s more work for companies to do. There’s more a lot they need to review. They just need more bodies and and that’s not scalable. So what we have done is we launched an AI agent this past year, and the AI agent, the goal of the AI agent is that a lot of the operations on an alert, review, from a compliance standpoint, is what I would say, hunter gatherer kind of work, right? Like getting the data and making some type of analysis on it that, Hey, have you seen this IP address or this user before? Or has the user sent this money ever before to this particular account? And what we are doing is all of that work can now be done with AI, and so we’re getting that information and automatically complete. Meeting the tasks that are needed and then presenting the final summary of findings to the compliance team. And there’s a human in the loop the compliance team is making the final decision. But the goal is that AI is being leveraged in the way that in a way that is both explainable to a regulator, ensures high accuracy and ultimately has a human under control. So we’re getting the benefit of AI, but making sure that it’s something that is is going to work from a regulatory standpoint. Yeah,
Caitlin
and that kind of leads into into the next question I had for you, because the conversation is increasingly about how AI will replace analysts or investigators like you just said a lot of the administrative tasks associated with fraud and AML investigations. So what are your thoughts on this, and how should fraud fighters better equip themselves to handle the handle the future of work in fraud,
Trisha
yeah, yeah, definitely. I think this is a transformative shift and technology and in the future of work, I think this is going to be amazingly exciting. Firstly, already, fraud and compliance teams are underwater all the time, and this will enable them to to free up the time to work on the more important things and and really, what are humans the best at? Humans are the best at judgment, and that’s why we should be focused is on more creative, analytical work, understanding where are the trends going. What are we seeing within our customer base for as a Fraud Fighter, and deploying logic and models to identify that instead of, you know, getting IP address data across your different tools and then resolving it and seeing is this IP address from a country that we, that we are, is of a higher risk. So that is really the way that, ultimately, we think is most important is for companies and for fraud fighters and the compliance heroes, who really are the heroes of our time, for them to lean into the more creative work that is going to be the future of this work in this industry.
Caitlin
Yeah, I love that. I think the takeaway for anyone you know, listening to listening to this is embrace the technology, rather than being scared that it’s going to replace your job, utilize it to get rid of the boring, dull, you know, work that nobody wants to do day in and day out, and so you can focus on the more complex, interesting aspects of of these jobs. So you already kind of spoke a bit about one example of a deep fake. Our next question is deep fakes and using AI to modify international identification documents seems to be rampant. How is your software able to detect AI use by criminals and properly apply risk to customers? I
Trisha
Yeah, so traditional KYC is dead, and the reason is that when you actually think about fraud and why it’s growing so much, all fraud happens after KYC. Fraud happens after the company has made sure that the customer is passing all of the relevant checks that are needed to create an account. So KYC by itself, when people often think about, hey, I want to prevent at any theft. I want to prevent fraudsters from onboarding into my company. KYC by itself is not a silver bullet, and the way to solve it is to leverage the totality of your data. Leverage the data that is, of course, KYC and your transaction data, but also the user action and the user behavior, and see if there any bread crumbs that have been left by the fraudsters throughout this journey.
Caitlin
Yeah, absolutely. So, switching gears a bit. Unit 21 came out with a state of fraud and AML report, and within this report, you listed some of the main trends that you’ve seen after surveying hundreds in the industry, and one of the major trends is what you would call the scandemic. There have been many of your webinars and our podcasts that have been centered around pig butchering. This is an extremely complex and long con scan. Can unit 21 better prepare and consume? And clients to fight back against these scams.
Trisha
yeah. So scams, it’s going to be really crazy, and we’ve already seen some really creative scams, and it’s only going to increase in the next several years. So we have a three pronged approach to solve this. The first is, as a company, you should be educating your customers, and you should do the work to make sure that your customers have understand what are the signals of a scam, if someone’s asking you to pay immediately, if you don’t know the sender, you should have some type of code word with your family to ensure that it’s a legitimate payment request. The second with respect to unit 21 is you need to move from transaction monitoring to data monitoring. People think of like, Hey, I should monitor my suspicious activity and identify any potential red flags. But what’s more important is not just suspicious activity in your transactions, but across the user life cycle, there’s a plethora of data that is not being used by most companies to identify suspicious activity, and that needs to change, and then, finally, is to participate in a consortium. So we launched a consortium about two years ago, and we’ve seen tremendous growth. The goal of the consortium is to share data proactively about bad actors, and we are already seeing this with with so much utility today, fraudsters are the most collaborative people as well. They have WhatsApp groups where they’re exchanging information. They have YouTube channels where you can learn about how to commit check fraud and but the industry doesn’t have that. So it’s really important as an industry, if we are fighting against a very collaborative tactic community, we also need to do that and so participate in a consortium to get signal if someone has previously blocked this user, and then take a really useful yellow flag to take a look at that account again.
Caitlin
I think you’re 100% right. And I do think within the crypto industry specifically, we’re really good at collaborating and sharing information, because we realize, you know, this is one big effort that we all have to put into it to make this industry successful. So pra AML is a word that we have seen often, which highlights the inefficiencies that plague traditional and fintechs with fraud and AML teams being siloed. Do you think that we’re seeing more unification of these teams, or are there reasons this is harder to execute in practice?
Trisha
Yeah, definitely. There’s a big trend in the last several years of framo. Do they combine these efforts and historically, fraud and AML? Would it be two separate teams, two separate tools? It doesn’t make sense. Ultimately, what is AML? AML is also finding suspicious activity. The only difference between fraud and AML is the final outcome. Within fraud, you might block an account within AML, you may or may not block an account, but you will file a regulatory report. So there are ways that you can have both teams leverage the same tools, the same data, and, most importantly, get value of seeing that hey, this user was previously looked at by the AML team or by the fraud team, and they mark them as a false positive or true positive. Use that signal to improve the false positive rate in your transaction monitoring engine.
Caitlin
Yeah, and this kind of leads into our next question, where in places like Canada and others, there’s often a debate about whether or not fraud should be reported to fi use and suspicious activity reports, and there are arguments for both sides of this debate. What are your thoughts specifically on reporting fraud?
Trisha
Yeah, I believe suspicious activity, suspicious activity and the framal approach of really identifying fraud and also reporting it is really important, and that provides a more holistic picture money laundering. The folks who are committing money laundering are often the same folks who are committing these types of scams. Today, if I get money from a scam, I’m often going to use money mules to get the money back into my account. And so, you know this, this whole bifurcation today, we already seen that it’s. A lot of companies, they’re looking at this from a first principles perspective and saying, Okay, does this really make sense? And modifying the approach
Caitlin
absolutely so. Almost every fraud reg tech talks about lowering false positive but it doesn’t seem like they’ve been reduced over the last few years. What is stopping the industry from lowering these false positives, and what has worked for your clients using unit 21
Trisha
it’s a great question. I completely agree everyone talks about reducing false positives, but why there’s a false positives? And really, there are two major components for this. One is that companies often don’t provide the testing capabilities to test different logic. So if today you are testing by effectively having a rule in production, then there isn’t that capability for you to tweak an experiment. So the experimentation culture has not set in in this industry, yet it’s very much like I’m going to create 10 rules. Those are my rules that are going to be my rules throughout the year, and that needs to reduce, if the false positives need to reduce, as you need to constantly be playing with the data, which I’m really hopeful that with AI, that this is going to really free up time for people to do that, more importantly. And then secondly, the companies still think of transaction monitoring as like, I’m going to monitor my transactions instead of monitoring my data, and so they miss out a lot of useful signals that can be helpful in reducing false positives.
Caitlin
Absolutely. So super exciting. You just announced the launch of your watch list screening product, and one of the features with this tool is almost having a simulated environment where you test the rules before deploying, so you can see what types of false false positives you will be dealing with. Do you think this is a game changer for the industry?
Trisha
We’re really excited about it, and we’ve seen such such great enthusiasm, and again, watch the sanctions. Reviews. Pep reviews, they’re the canonical false positive generator, and just being able to test and tweak things before you deploy is so powerful, and we’re really excited about
Caitlin
that. That’s amazing. You also announced that you helped clients file over 100,000 SARS with FinCEN. What were some of the findings from all those SARS filed? And what do you expect in 2025 to be the main driver of your client, sar filings? Yeah,
Trisha
we’re very fortunate. We filed 3% of all SARS in the US and and that’s been really great to see our customers get the degree of automation that they should have always had, but they’re getting it with unit 21 and I would say a really big trend that we are seeing is in the proliferation of scams. Scams is increased a lot, and with respect to what we are seeing with ns are filing data and, and that is, you know, completely in line with what we are seeing across the industry as well. So that is, that’s one of the biggest things. And, but by far, we would say the biggest reason that people file is transaction with no apparent economic business or lawful purpose, which is really a combination of many, many different things. So, you know, as an example, elder abuse, even between 2023 and 2024 grew over 100% and that’s exactly like transaction with no lawful purpose. Yeah. So we are seeing a lot of increase in the type of elder abuse. Money mules saw almost a 5x increase. So money mules and elder abuse even compared to 2023 we are seeing so much of an increase in
Caitlin
It’s wild. Well, this is really exciting. You have been recognized as a top entrepreneur in the industry, so congratulations there. What do you believe have been the key skills for your success that other assign aspiring entrepreneurs could learn?
Trisha
Yeah, I’m very grateful for for these recognitions. The biggest thing in entrepreneurship is, is that what I would say is the most underrated aspect is the amount of repetition. You have to talk about what you do, what your industry does all the time. You have to talk about it to to your customers, your potential customers, to your employees, your potential employees, your investors, your potential investors. You’re constantly repeating yourself. And the biggest thing that I would say as an entrepreneur, you can do is find something that you think is really interesting and cool, that you actually want to repeat yourself all the time for yours on an end,
Caitlin
well, hopefully we ask some different questions to you during during this podcast, so you weren’t constantly repeating yourself. Um. Your team has grown rapidly, though, and there are still many job postings by unit 21 what challenges have you faced with the growing team, especially amongst a lot of the political instability and the bull and bear markets in both traditional and crypto industries?
Trisha
Yeah, it’s definitely a really interesting time in this industry, because the industry is constantly changing, and people’s comfort with it is constantly changing, and really what we have found to be the most useful is to have people who really deeply care about the mission. Our goal is to stop bad actors, to deliver justice and safety to the world. That’s what we do, and today, because of the work that our team is doing, which, you know, I’m taking almost no credit for, it’s like they’re amazing, but the work that they’re doing is it’s preventing so many elders from losing all of their life savings. It’s preventing so many people from make having the money to send their kids to college, and these are real life changing impacts that you don’t see on a daily basis. You know, you don’t really appreciate, like, Oh, 2x increase in elder abuse, okay? But it is a human at the end of the day who is, who is losing all their money and facing a really horrible blow to to their life and and the work for us, finding people who are mission oriented is really important, yeah,
Caitlin
and I think it makes the job more fulfilling, right to actually feel like you’re making a difference in in the world. So what new future service offerings are on your roadmap for unit 21 or or are there any projects in the industry that you’re keeping your eye on specifically?
Trisha
Yeah, AI is a really big focus for me and and AI is something that will be a transformative shift in the industry. We are leveraging AI agents significantly to reduce 80% of the l1 operation so that companies can work on more strategic, important things. And we’re really excited about that.
Caitlin
That is super exciting. 80% is a very large number, so I’m sure your customers are very happy. So one final question from us, what is the best method for listeners to see what you’re working on and connect with you on social media.
Trisha
Yeah, follow me on LinkedIn and or feel free to DM me if you want to find some more time to connect about any trend that you are seeing, or if you’re interested to learn more about unit 21
Caitlin
Tricia, thank you so much for joining me today. It was an absolute pleasure chatting with you, and we’re so excited to see what comes next for unit 21 thank
Trisha
you, Caitlin, thank you for having me. Thank.
