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Building Agentic AI With ‘Zero Critical Hallucinations’

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When Navan, a business travel and expense management company, set out to build its artificial intelligence-powered virtual travel agent called Ava, it faced the challenge of making sure the system didn’t hallucinate.

In corporate settings, even one AI-generated error — like offering a refund that violates fare rules or showing the wrong flight details — could lead to customer dissatisfaction, financial loss or regulatory penalties.

To overcome that, Navan built Navan Cognition, a platform with multiple layers of agents, AI supervisors, chain-of-thought and reasoning tools, as well as rule-based and large language model-driven assessments. These multiple backstops double-check the responses to a customer’s questions to ensure accuracy.

Navan used this platform to power Ava, which handles thousands of customer queries daily. For two years, it did not have any unauthorized upgrades or mismatches between costs and statements, according to Navan. Ava initially handled tasks equivalent to those done by dozens of human agents, and then later expanded to work done by hundreds of workers.

“Our goal is to set a new standard for business-ready AI,” Navan co-founder and Chief Technology Officer Ilan Twig told PYMNTS.

Ava is not just an AI chatbot; it’s also an agent.

“Ava actually takes action, whether that’s canceling or changing a flight, issuing refunds, booking seats or upgrading classes,” Twig said. “Ava can even understand when a user gets frustrated and transfers the chat automatically to a human travel agent even if Ava could handle the interaction by itself.”

Smarter AI travel assistants will increasingly be crucial to ensuring customer satisfaction, especially as business travel revives. According to the Global Business Travel Association, nearly half of travel buyers expect their companies to take more business trips this year, and 57% also see increased travel spending in 2025.

But Twig said Navan Cognition can be used for use cases beyond travel.

“We’ve built things like automatic scheduled personal mailing lists, allowing the user to request daily reports on any given subject,” he said. “This mailing list is ‘conversational,’ which means the user can not only read the news but also can natively continue the conversation over any part of the content that interests them.”

“We’re experimenting with even more applications, and honestly, we’re just scratching the surface,” Twig added.

Read also: Navan IPO to Test Investor Appetite for B2B FinTech Platforms

How Navan Cognition Works

Twig said Ava’s level of autonomy wouldn’t work without Navan Cognition. Its guardrails include “rule-based and AI-driven supervisors, strict API validation and filters that keep confidential information protected.”

“The best part is that we have ongoing context checks and automated interventions, which allows our agents to catch and correct issues proactively, ensuring accurate and policy-compliant responses at all times,” Twig said.

A simple way to think about how Navan Cognition works is by comparing it to a company organization chart, he said.

“It has ‘reasoning wisdom’ modules that specialize like the experienced team leads of a company; supervisory nodes that act like the compliance department, ensuring that everything is in compliance with logic and business goals,” Twig said. It also has retrieval-augmented generation (RAG) “pipeline architecture that acts like a manager, answering user questions and enlisting management if they don’t know the answer.”

The result is what Navan calls “zero critical hallucinations,” according to a research paper from the company.

Navan is giving other companies access to Navan Cognition so they can build their own “zero critical hallucination” AI agents.

“Cognition makes it possible for us, and eventually, for any business, to build reliable, specialized AI agents that handle complex workflows behind the scenes, like running our virtual travel assistant Ava,” Twig said. “It’s about powering the intelligence that supports the seamless experience our customers already know.”

With Navan Cognition, other companies will be able to build similar AI systems tailored to their own workflows, he said.

The platform is large language model-agnostic, meaning it can work with any commercial or open-source language model. It also offers one-click deployment, automated testing, and an intuitive flow designer that lets teams build enterprise-ready AI workflows without deep engineering resources.

Navan Cognition was designed not just for technical teams but for business users and product builders looking to rapidly deploy AI-driven solutions. Its “zero critical hallucinations” capability makes it especially relevant for companies in highly regulated industries, Twig said.

“Just as you would build and manage a human team, Navan Cognition gives you the tools to create AI agents, train them with your domain expertise, monitor their performance, and help ensure they operate within defined parameters,” according to a company blog post written by Twig.

In one real-world test, Navan’s team built and deployed a fully functional AI scheduling assistant in under an hour using Navan Cognition’s interface, the post said. The task would normally require site reliability engineers and AWS expertise.

Other applications are coming, Twig said, adding: “We’re just getting started.”

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AI chatbot users report mental health issues

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More and more people are reporting that artificial intelligence chatbots like ChatGPT are triggering mental health issues, such as delusional thinking, psychotic episodes and even suicide.

O. Rose Broderick, who covers disability at STAT, spoke to doctors and researchers who are racing to understand this phenomenon.

This segment airs on September 10, 2025. Audio will be available after the broadcast.



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Oracle’s AI strategy to take on Epic – statnews.com

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Oracle’s AI strategy to take on Epic  statnews.com



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Building industrial AI from the inside out for a stronger digital core

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A manufacturer was running an AI training workload on a cobbled together system of GPUs, storage, and switching infrastructure, believing it had all the necessary tech to achieve its goals. But the company had put little thought into how the components actually worked together.

Problems surfaced quickly. Training cycles dragged on for days instead of hours. Expensive hardware sat idle. And engineering teams began to wonder whether their AI investment would ever pay off.

This experience isn’t unique. As AI becomes a critical element of industrial operations worldwide, many organizations are discovering a counterintuitive truth: the biggest breakthroughs come not from piling on more GPUs or larger models, but from carefully engineering the entire infrastructure to work as a single, integrated system.

Engineering for outcomes

What became of that cobbled-together system? When it was properly engineered to balance compute, networking, and storage, the improvement was quick and dramatic, explains Jason Hardy, CTO of AI for Hitachi Vantara: a 20x boost in output and a matching reduction in “wall clock time,” the actual time it takes to complete AI training cycles.

“The infrastructure must be engineered so you understand exactly what each component delivers,” Hardy explains. “You want to know how the GPU drives specific outcomes, how that impacts the data requirements, and demands on throughput and bandwidth.”

Getting systems to run that smoothly means confronting a challenge most organizations would rather avoid: aging infrastructure.

Hardy points to a semiconductor manufacturer whose systems performed fine—until AI entered the picture. “As soon as they threw AI on top of it, just reading the data out of those systems brought everything to a halt,” he says.

This scenario reflects a widespread industrial reality. Manufacturing environments often rely on systems that have been running reliably for years, even decades. “The only places I can think of where Windows 95 still exists and is used daily are in manufacturing,” Hardy says. “These lines have been operational for decades.”

That longevity now collides with new demands: industrial AI requires exponentially more data throughput than traditional enterprise applications, and legacy systems simply can’t keep up. The challenge creates a fundamental mismatch between aspirations and capabilities.

“We have this transformational outcome we want to pursue,” Hardy explains. “We have these laggard technologies that were good enough before, but now we need a little bit more from them.”

From real-time requirements to sovereign AI

In industrial AI, performance demands often make enterprise workloads look leisurely. Hardy describes a visual inspection system for a manufacturer in Asia that relied entirely on real-time image analysis for quality and cost control. “They wanted AI for quality control and to improve yield, while also controlling costs,” he says.

The AI had to process high-resolution images at production speed—no delays, no cloud roundtrips. The system doesn’t just flag defects but traces them to the upstream machine causing the problem, enabling immediate repairs. It can also salvage partially damaged products by dynamically rerouting them for alternate uses, reducing waste while maintaining yield.

All of this happens in real-time while collecting telemetry to continuously retrain the models, turning what had been a waste problem into an optimization advantage that improves over time.

Using the cloud exclusively introduces delays that make near-real-time processing impossible, Hardy says. The latency from sending data to remote servers and waiting for results back can’t meet manufacturing’s millisecond requirements.

Hardy advocates a hybrid approach: design infrastructure with an on-premises mindset for mission-critical, real-time tasks, and leverage the cloud for burst capacity, development, and non-latency-sensitive cloud-friendly workloads. The approach also serves the rising need for sovereign AI solutions. Sovereign AI ensures that mission-critical AI systems and data remain within national borders for regulatory and cultural compliance. As Hardy says, countries like Saudi Arabia are investing heavily in bringing AI assets in-country to maintain sovereignty, while India is building language- and culture-specific models to accurately reflect its thousands of spoken languages and microcultures.

AI infrastructure is more than muscle

Such high-level performance requires more than just fast hardware. It calls for an engineering mindset that starts with the desired outcome and data sources. As Hardy puts it, “You should step back and not just say, ‘You need a million dollars’ worth of GPUs.’” He notes that sometimes, “85% readiness is sufficient,” emphasizing practicality over perfection.

From there, the emphasis shifts to disciplined, cost-conscious design. “Think about it this way,” Hardy says. “If an AI project were coming out of your own budget, how much would you be willing to spend to solve the problem? Then engineer based on that realistic assessment.”

This mindset forces discipline and optimization. The approach works because it considers both the industrial side (operational requirements) and the IT side (technical optimization)—a combination he says is rare.

Hardy’s observations align with recent academic research on hybrid computing architectures in industrial settings. A 2024 study in the Journal of Technology, Informatics and Engineering1 found that engineered CPU/GPU systems achieved 88.3% accuracy while using less energy than GPU-only setups, confirming the benefits of an engineering approach.

The financial impact of getting infrastructure wrong can be substantial. Hardy notes that organizations have traditionally overspend on GPU resources that sit idle much of the time, while missing the performance gains that come from proper system engineering. “The traditional approach of buying a pool of GPU resources brings a lot of waste,” Hardy says. “The infrastructure-first approach eliminates this inefficiency while delivering superior results.”

Avoiding mission-critical mistakes

In industrial AI, mistakes can be catastrophic—faulty rail switches, conveyors without emergency shutoffs, or failing equipment can injure people or stop production. “We have an ethical bias to ensure everything we do in the industrial complex is 100% accurate—every decision has critical stakes,” Hardy says.

This commitment shapes Hitachi’s approach: redundant systems, fail-safes, and cautious rollouts ensure reliability takes precedence over speed. “It does not move at the speed of light for a reason,” Hardy explains.

The stakes help explain why Hardy takes a pragmatic view of AI project success rates. “Though 80-90% of AI projects never go to production, the ones that do can justify the entire effort,” he says. “Not doing anything is not an option. We have to move forward and innovate.”

For more on engineering systems for balanced and optimum AI performance, see AI Analytics Platform | Hitachi IQ


Jason Hardy is CTO of AI for Hitachi Vantara, a company specializing in data-driven AI solutions. The company’s Hitachi iQ platform, a scalable and high-performance turn-key solution, plays a critical role in enabling infrastructure that balances compute, networking, and storage to meet the demanding needs of enterprise and industrial AI.


1Optimizing AI Performance in Industry: A Hybrid Computing Architecture Approach Based on Big Data | Journal of Technology Informatics and Engineering



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