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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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WHO Director-General’s remarks at the XVII BRICS Leaders’ Summit, session on Strengthening Multilateralism, Economic-Financial Affairs, and Artificial Intelligence – 6 July 2025

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Your Excellency President Lula da Silva,

Excellencies, Heads of State, Heads of Government,

Heads of delegation,

Dear colleagues and friends,

Thank you, President Lula, and Brazil’s BRICS Presidency for your commitment to equity, solidarity, and multilateralism.

My intervention will focus on three key issues: challenges to multilateralism, cuts to Official Development Assistance, and the role of AI and other digital tools.

First, we are facing significant challenges to multilateralism.

However, there was good news at the World Health Assembly in May.

WHO’s Member States demonstrated their commitment to international solidarity through the adoption of the Pandemic Agreement. South Africa co-chaired the negotiations, and I would like to thank South Africa.

It is time to finalize the next steps.

We ask the BRICS to complete the annex on Pathogen Access and Benefit Sharing so that the Agreement is ready for ratification at next year’s World Health Assembly. Brazil is co-chairing the committee, and I thank Brazil for their leadership.

Second, are cuts to Official Development Assistance.

Compounding the chronic domestic underinvestment and aid dependency in developing countries, drastic cuts to foreign aid have disrupted health services, costing lives and pushing millions into poverty.

The recent Financing for Development conference in Sevilla made progress in key areas, particularly in addressing the debt trap that prevents vital investments in health and education.

Going forward, it is critical for countries to mobilize domestic resources and foster self-reliance to support primary healthcare as the foundation of universal health coverage.

Because health is not a cost to contain, it’s an investment in people and prosperity.

Third, is AI and other digital tools.

Planning for the future of health requires us to embrace a digital future, including the use of artificial intelligence. The future of health is digital.

AI has the potential to predict disease outbreaks, improve diagnosis, expand access, and enable local production.

AI can serve as a powerful tool for equity.

However, it is crucial to ensure that AI is used safely, ethically, and equitably.

We encourage governments, especially BRICS, to invest in AI and digital health, including governance and national digital public infrastructure, to modernize health systems while addressing ethical, safety, and equity issues.

WHO will be by your side every step of the way, providing guidance, norms, and standards.

Excellencies, only by working together through multilateralism can we build a healthier, safer, and fairer world for all.

Thank you. Obrigado.



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Scientists create biological ‘artificial intelligence’ system

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Australian scientists have successfully developed a research system that uses ‘biological artificial intelligence’ to design and evolve molecules with new or improved functions directly in mammal cells. The researchers said this system provides a powerful new tool that will help scientists develop more specific and effective research tools or gene therapies. Named PROTEUS (PROTein Evolution Using Selection) the system harnesses ‘directed evolution’, a lab technique that mimics the natural power of evolution. However, rather than taking years or decades, this method accelerates cycles of evolution and natural selection, allowing them to create molecules with new functions in weeks. This could have a direct impact on finding new, more effective medicines. For example, this system can be applied to improve gene editing technology like CRISPR to improve its effectiveness.

Journal/conference: Nature Communications

Research: Paper

Organisation/s: The University of Sydney



Funder: Declaration: Alexandar Cole, Christopher Denes, Daniel Hesselson and Greg Neely have filed a provisional patent application on this technology The remaining authors declare no competing interests.

Media release

From: The University of Sydney

Australian scientists have successfully developed a research system that uses ‘biological artificial intelligence’ to design and evolve molecules with new or improved functions directly in mammal cells. The researchers said this system provides a powerful new tool that will help scientists develop more specific and effective research tools or gene therapies.

Named PROTEUS (PROTein Evolution Using Selection) the system harnesses ‘directed evolution’, a lab technique that mimics the natural power of evolution. However, rather than taking years or decades, this method accelerates cycles of evolution and natural selection, allowing them to create molecules with new functions in weeks.

This could have a direct impact on finding new, more effective medicines. For example, this system can be applied to improve gene editing technology like CRISPR to improve its effectiveness.

“This means PROTEUS can be used to generate new molecules that are highly tuned to function in our bodies, and we can use it to make new medicine that would be otherwise difficult or impossible to make with current technologies.” says co-senior author Professor Greg Neely, Head of the Dr. John and Anne Chong Lab for Functional Genomics at the University of Sydney.

“What is new about our work is that directed evolution primarily work in bacterial cells, whereas PROTEUS can evolve molecules in mammal cells.”

PROTEUS can be given a problem with uncertain solution like when a user feeds in prompts for an artificial intelligence platform. For example the problem can be how to efficiently turn off a human disease gene inside our body.

PROTEUS then uses directed evolution to explore millions of possible sequences that have yet to exist naturally and finds molecules with properties that are highly adapted to solve the problem. This means PROTEUS can help find a solution that would normally take a human researcher years to solve if at all.

The researchers reported they used PROTEUS to develop improved versions of proteins that can be more easily regulated by drugs, and nanobodies (mini versions of antibodies) that can detect DNA damage, an important process that drives cancer. However, they said PROTEUS isn’t limited to this and can be used to enhance the function of most proteins and molecules.

The findings were reported in Nature Communications, with the research performed at the Charles Perkins Centre, the University of Sydney with collaborators from the Centenary Institute.

Unlocking molecular machine learning

The original development of directed evolution, performed first in bacteria, was recognised by the 2018 Noble Prize in Chemistry.

“The invention of directed evolution changed the trajectory of biochemistry. Now, with PROTEUS, we can program a mammalian cell with a genetic problem we aren’t sure how to solve. Letting our system run continuously means we can check in regularly to understand just how the system is solving our genetic challenge,” said lead researcher Dr Christopher Denes from the Charles Perkins Centre and School of Life and Environmental Sciences

The biggest challenge Dr Denes and the team faced was how to make sure the mammalian cell could withstand the multiple cycles of evolution and mutations and remain stable, without the system “cheating” and coming up with a trivial solution that doesn’t answer the intended question.

They found the key was using chimeric virus-like particles, a design consisting of taking the outside shell of one virus and combining it with the genes of another virus, which blocked the system from cheating.

The design used parts of two significantly different virus families creating the best of both worlds. The resulting system allowed the cells to process many different possible solutions in parallel, with improved solutions winning and becoming more dominant while incorrect solutions instead disappear.

“PROTEUS is stable, robust and has been validated by independent labs. We welcome other labs to adopt this technique. By applying PROTEUS, we hope to empower the development of a new generation of enzymes, molecular tools and therapeutics,” Dr Denes said.

“We made this system open source for the research community, and we are excited to see what people use it for, our goals will be to enhance gene-editing technologies, or to fine tune mRNA medicines for more potent and specific effects,” Professor Neely said.

-ENDS-



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AI can provide ’emotional clarity and confidence’ Xbox executive producer tells staff after Microsoft lays off 9,000 employees

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  • An Xbox executive suggested that laid-off employees use AI for emotional support and career guidance
  • The suggestion sparked backlash and led the executive to delete their LinkedIn post
  • Microsoft has laid off 9,000 employees in recent months while investing heavily in AI.

Microsoft has been hyping up its AI ambitions for the last several years, but one executive’s pitch about the power of AI to former employees who were recently let go has landed with an awkward thud.

Amid the largest round of layoffs in over two years, about 9,000 people, Matt Turnbull, Executive Producer at Xbox Game Studios Publishing, suggested that AI chatbots could help those affected process their grief, craft resumes, and rebuild their confidence.



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