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AI hallucinations are one of users’ biggest concerns when utilizing large language models (LLMs). And while many might expect front-runners like OpenAI and Anthropic to lead the way in addressing the issue, it’s a travel and expenses platform that may be breaking new ground. On Wednesday, Navan revealed its new AI platform, Navan Cognition, which goes beyond single-purpose chatbots and basic AI tools to create an AI workforce capable of automating complex tasks. “We never do cool technology for the sake of it,” says Ilan Twig, Navan’s cofounder and chief technology officer. “We use the best technologies to drive the best user experience.” On June 20, the company confidentially filed for its initial public offering. Navan was last valued at $9.2 billion in 2022 after raising $304 million in equity and debt financing. Navans Cognition-powered virtual travel agent, Ava, can book and reschedule flights and hotels, manage upgrades, process expenses, and provide 24/7 support through a conversational chatbot platform. But early in development, the company realized that for AI to be truly reliable, it must work unsupervisedand more importantly, with no critical hallucinations. “A critical hallucination is when the user somehow, or the bot somehow, gets to the point where something undesirable happens,” Twig says. A hallucination can impact both the user and the company, particularly in terms of travel, whether by booking a flight that doesnt exist to satisfy a request, or offering a free upgrade the user isnt entitled to. With this in mind, Navan began using Cognition through Ava in 2023, ultimately finding that instead of using one generalist chatbot, a network of specialized agents working together produced more accurate and reliable results. “We focused on a real-life problem, and we built the infrastructure to support that real-life problem,” Twig says. Working as an organization Inspired by the neural connections of the human brain, Navan Cognition deploys a modular multi-agent framework, with AI specialized in different areas, supervised for accuracy. In a way, Cognition works as a company org chart, breaking down AI into various departments with particular specialties, like booking flights or issuing refunds. Other “departments” serve as compliance for logic, and “managers” answer questions and liaise with others if a question is unknown. Itamar Kahn, a neuroscience professor and principal investigator at Columbia University’s Zuckerman Institute says Navan identified the conditions that cause LLM hallucinations and developed solutions to eliminate them. Kahn, a close friend of Twig, first heard about Cognition in its early stages three years ago, following the framework’s development. He also provided support for Twig’s recent white paper detailing how Navan Cognition works and what problems it aims to solve. “I have a shared research interest with Ilan: high-order cognition. Essentially, any kind of system, artificial or biological, can react to changing circumstances in its environment, and respond to those efficiently,” Kahn says. When a user asks Ava a question or assigns a task, Cognition routes it through several specialized agents to determine the best course of action. Meanwhile, a supervising AI agent checks responses for accuracy and credibility, acting as a safeguard. Twig says he was inspired by the way supervisors in call centers review and learn from agent calls. So I said, okay, I’m going to have a supervisor,” he tells Fast Company. “But instead of waiting for the end of the week and sampling two calls, I will actually do it for every response that the agent wants to send back to the user. It will first go to the supervisor to ensure that it doesnt feel or smell like a hallucination. Navans departmental-like approach has proven effective, with Ava now handling around 8,000 chats daily, reportedly with zero critical hallucinations. The systems lack of need for human oversight has also helped Navan scale without having to expand its travel support agent workforce. Why is a travel platform at the forefront of AI innovation? Innovation requires curiositya trait Twig has carried from childhood into his work at Navan. At age 15, Twig became obsessed with light, building a virtual harp using mirrors, resistors, and the south-facing window of his childhood home in Israel. “I ended up having eight virtual beams of light connected to the computer. Whenever you disrupted any of the lights, it would generate a note. And it was the Do, Re, Mi, Fa, Sol . . .” He has nurtured that same inventive spirit on his engineering team at Navan, encouraging fresh thinking on common problems. “We are curious. We are not afraid of making mistakes,” Twig says. But it wasnt just out-of-the-box thinking that led to Cognitions development. Being a smaller company without a sole focus on AI forced Navan to innovate differently. “They’re not an AI company that is trying to solve the problem of large language models,” Kahn says. “They wanted to solve this problem for all of these customers. And I think this is why this system is working.” With fewer resources than giants like OpenAI, Navan had to take a creative approach. “It’s a choice of architecture,” Kahn says. Rather than building another LLM to replace one with errors, Navan changed the inputs and outputs that inhibited the hallucinations. With promising results, Navan is now preparing to scale its platform, making the Cognition framework available to other developers and companies to sign up for later this year. “It is an amazing opportunity, because LLMs are new thing,” Twig says. “It opens the door to pretty much follow your imagination. And if you are persistent and curious, there is an opportunity to do something that no one else on the planet did.”
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E-Commerce
When I grew up in the ’80s and ’90s, summer was all about quasi-anarchic, unsupervised free-range child roaming. It was decidedly not about homework, so you may not recall those reading lists teachers used to assign us all that fondly. But I do! (I even once assigned myself a book report for the fun of itdont ask.) As a book hound who grew up to be a journalist who covers books and authors, I get pitched a lot of them, and more often than not theres a precarious tower of tomes on my desk. So as summer kicks off, its time to once again get lost in a reading list. Whether youre beach bound or holed up at home, these eight books offer myriad lenses through which to view the past, present, and future of design and the artsno book report required. [Cover Image: Phaidon] Eventually Everything Connects: Mid-Century Modern Design in the US compiled by Andrew Satake Blauvelt (out July 3) Cranbrook alum Charles Eames once said, Eventually everything connects: people, ideas, objects. This book explores those intersections at the school that was essentially ground zero for the mid-century modern movement. Curated by Andrew Blauvelt (director of the Cranbrook Art Museum, which is hosting an exhibition of the same title through September 21), this 464-page tome explores work by the likes of Eero Saarinen and Florence Knoll, as well as women and designers of color who are often overlooked in the history books. Like Dominic Bradburys Mid-Century Modern Designers, Blauvelts examination offers a spotlight and reappraisal of these unsung heroes alongside the usual names, and it does so with a great editorial design system notable for its use of color, which extends to the cover, spine, and even those painted edges. [Cover Image: Penguin Random House] Exhibitionist: 1 Journal, 1 Depression, 100 Paintings by Peter Mendelsund Peter Mendelsund is the definition of a polymath: classical pianist turned book cover design extraordinaire, turned author, turned Atlantic creative director . . . But the one thing he never did was paintuntil he experienced a severe depression that nearly claimed his life. Exhibitionist is a memoir that might not be the lightest summer read, but it is a testament to the sheer restorative nature of art, and the work that just might have saved one of the best working artists today. [Cover Image: Princeton Architectural Press] 100 Logos: A to Z by Louise Fili (out August 26) This tiny treat features lettering icon Louise Fili’s favorite marks from throughout her career, from Ecco Press and Tiffany & Co. to more obscure regional clientswhere the work truly surprises and delights, perhaps the result of being untethered from boardrooms and committees. You could flip through the book in about 5 or 10 minutesbut you could also look at this collection of ornate logos for hours, given the artistry and attention to scrupulous detail that went into each one. [Cover Image: Yale University Press] Ruth Asawa: Retrospective edited by Janet Bishop and Cara Manes If youre only familiar with Ruth Asawas iconic wire sculptures, youre in for a treatbecause for a half-century-plus, the trailblazer was busy making paintings, casts, prints, and more, and it can all be found in this book. In 2020, Cronicle published the insightful biography Everything She Touched, and this volume is a robust, essential companion that goes further down the rabbit hole of Asawas brilliance. (Moreover, between the recently published Ruth Asawa and the Artist-Mother at Midcentury and the forthcoming Ruth Asawa: The Tamarind Prints, its a big year for fresh insights into the modernist whose work we might have thought we knew well.) [Cover Image: Tune and Fairweather] Process by Matthew Seiji Burns, featuring design by Mark Wynne The plot of this novel is straightforward enough (and likely uncomfortably familiar to many who work in Silicon Valley): Lucas Adderson is a young man driven by an almost animalistic need to find outsized success creating the next unicorn tech juggernaut. His days are riddled with surreal meetings and strange characters, anxiety, and self-torture. Finally, after years of trying, his goal is within his grasp, but its consummation occurs at a great cost to his humanity, and perhaps everyone elses too. What is wholly unfamiliar is the design by Wynne and publisher Tune & Fairweather, best known for its gorgeous books exploring the worlds of FromSoftware video games like Elden Ring and Bloodborne. Among Wynnes inspirations were visually interwoven reads like House of Leaves and The Medium is the Massage, and here he immerses readers in the story through experimental typography. The type shape-shifts; it expands and contracts; it fragments; as the main characters mental state breaks down, it does, too. It can be demanding at timesbut with that challenge comes immersion, and a curious new reading experience. [Cover Image: Assouline] Self-Portraits: From 1800 to the Present curated by Philippe Ségalot and Morgane Guillet Were accustomed to seeing self-portraits as curious one-off moments in an artists show or museumbut to see a collection of some 60 in one place is as obvious as it is remarkable. From Pablo Picasso to Paul Gauguin and Cindy Sherman, this intimate journey across art history ultimately fascinates in not just seeing how an artist distills themselves through their own filter, but in questioning and probing what self-portraiture means at large. While I wouldnt shove this book into a beach bagit is, after all, a luxe Assouline volumeit very much invites a place for pondering on your coffee table. [Cover Image: Skyhorse] The Education of a Design Writer by Steven Heller and Molly Heintz (out June 24) Im not recommending this book because I have an essay inside itIm doing so because of all the other people who do, too: Ken Carbone, Chappell Ellison, Jarrett Fuller, Rick Griffith, Karrie Jacobs, Mark Kingsley, Warren Lehrer, Ellen Lupton, Silas Munro, Virginia Postrel, Anne Quito, Angela Riechers, Adrian Shaughnessy, Veronique Vienne, Rob Walker . . . and the list goes on. With 200-plus books under his belt, Steven Heller (who Ive edited for a number of years) is perhaps the best-known design writer outside of Philip B. Meggs. So when he pulls together a book on the craft, as he did here with Molly Heintz, the rest of us are wise to listen (or, you know, readand then write). [Cover Image: Fuel Design] Ukrainian Modernism by Dmytro Soloviov Full disclosure: I know very little about Ukrainian modernist architecture. But Im apparently not alone Per Fuel Publishing, these ingenious buildings have not gotten their due for a variety of factorsincluding the stigma of belonging to the Soviet era, corruption, neglect, as well as the ongoing threat of destruction from both unscrupulous developers and war. So, Soloviov sought to give them their due, with their resilience perhaps a mirror to Ukraines people at large. Another full disclosure: I have not yet gotten my hands on a copy of this bookbut I cant wait to rectify my knowledge when I do. Homework: assigned. Extra Credit! The Invention of Design by Maggie Gram Draw by Kenya Hara Jason Polan: The Post Office edited by Jason Fulford (out September 23) Extraordinary Pools by Naina Gupta Good Movies as Old Books by Matt Stevens The War of Art: A History of Artists Protest in America by Lauren ONeill-Butler (out June 17) Gardens for Modern Houses by Beth Dunlop
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Whether we like it or not, we live in a world that is ruthlessly optimized to reward results. Nonetheless, failure is a part of everyones lifeand an essential part of achievement in fields ranging from sports to science. In fact, high achievers are those who fail more oftennot lessthan the average person. They take more risks, go outside their comfort zone, set more challenging goals, and engage more frequently and vigorously in improving their performanceand this is how they succeed. You cant lose if you never playyou also cant win. Runner-up But what about coming in second? Is there value to the near missto being so close to a win, but falling short? In education, being salutatorian is impressive. But it still means you miss out on the valedictory speech and its attendant scholarship. A high spot on the university waitig list rarely becomes an enrollment offer. In careers, the runner-up performer might earn a congratulatory email but not the promotion or hefty salary increase; the second-best job interview candidate gets little consolation from knowing they almost received a job offer but are still unemployed. Salespeople who hit 99% of their quota still forfeit the Hawaiian-vacation incentive and bonus. In research, the lab that publishes second loses the patent, the grant, and the headlines. And if you are the runner-up in a presidential election, theres at best a slim chance you can run again in the future, and your popularity may actually decrease after losing (in politics, this loser effect leads to a dip in confidence from voters, and theres often no time for a second chance). Near misses as opportunity And yet, near misses are not as disastrous as the above thought experiments suggest. Indeed, finishing a hairs breadth behind the winner still means youve outperformed almost everyone elsebe they hundreds of classmates, thousands of job applicants, or an entire electorate. Moreover, the person who edges you out isnt necessarily better on merit alonefactors like political currents, privilege, or just plain luck can tip the scales. Perhaps most importantly, coming up just short can serve as a springboard for growth, offering the chance to learn, adapt, and come back strongerprovided you choose to seize it. Heres why: Lessons learned First, while everyone prefers success to failure, it is often easier to learn from failure than from success. Success tells you that you are great; it is the socially accepted way to provide you with positive feedback on your talents, reinforcing your self-belief, and inflating your ego. While this sounds greatand without much in the way of downsidesuccess is also likely to generate complacency, overconfidence, and arrogance (its much easier to stay humble in defeat). Conversely, failures are opportunities to learn, especially when you see them as learning experiments that provide you with critical feedback on your skills, choices, and behaviors. As Niels Bohr wisely noted, An expert is a person who has made all the mistakes that can be made in a very narrow field. In short, a near miss can act as an inherently, if brutally honest audit of your assumptions and strategiesuncovering blind spots that success tends to conceal. By forcing youor at least inviting youto diagnose exactly why you fell short, a near miss suggests you refine your mental models; rethink and tweak your tactics; and build new, better tested, decision-making muscles. Failing enthusiastically Second, failure increases the gap between your aspirational self (who you want to be) and your actual self (who you are, at least from a reputational standpoint). This uncomfortable psychological gap is only reduced through hard work, grit, and persistence, which together strengthen your chances of succeeding in the future. At the very least, they help you become a better version of yourself, even if you dont succeed in achieving a sought-after prize or goal. As Winston Churchill famously noted, Success is stumbling from failure to failure with no loss of enthusiasm. Importantly, near misses can be a powerful form of failure precisely because they hurt the most. Being so close to a success can reaffirm your determination and reignite your ambition. Every extraordinary achiever (across fields) differs from others in one important way: they are less likely to be satisfied with their achievements. Indeed, the most common reason people fail to learn from failure is that they are too wounded or hurt by their lack of success, to the point that it extinguishes their drive. In contrast, extraordinary achievers will not give up or let goeven when their failures are hard to digest. This ambitious mindset helps them seek to understand the factors leading to their near misses without getting deflated or depressed by them. Instead, it makes them even hungrier for victory, resilient, and focused on bouncing back stronger. Emotionally resilient Third, the way you respond to any form of defeat or failure, and especially the painful near misses, sends a powerful signal to everyone around youinvestors, bosses, or teammatesthat youre emotionally mature, resilient, and coachable. Humans have a general tendency to attribute their successes to their own talents and merit, while blaming others, or situations, for their failures and misses. Avoiding this tendency makes you an exception to the norm. This will be noticed and will impress others. While resilience is largely a function of your personality (the more emotionally stable, extroverted, curious, agreeable, and especially conscientious you are, the more resilience you will show), we can all work to increase our resilience if we truly care about achieving our end goal, by becoming grittier and harnessing whatever mental toughness we have. When you dissect a near miss with curiosity and humility, you demonstrate a growth mindset that invites collaboration and sparks confidence in your potential. Visible resilience often earns more credibility (and resources) than a flawless run, because it shows youre willing to learn in public. Over time, people who witness your thoughtful rebound become your strongest advocates, eager to back the next iteration of your vision. Life, despte how it feels in disappointing moments, is not a final exam but a continuous assessment; what matters most is not brilliant one-off successes but reliable, steady, determined excellence. As Aristotle pointed out, We are what we repeatedly do. Excellence, then, is not an act, but a habit.” Greater legacies To be sure, theres no shortage of prominent historical figures who confirm how near misses and other kinds of failures in their early career stages were poor indicators of their actual talent and potential but instead unfortunate or unlucky episodes, uncharacteristic of their brilliance. Consider Roger Federer: after six runner-up finishes on tour, he finally lifted Wimbledons trophy in 2003 and would go on to amass 20 Grand Slam titles. The Netherlands of 1974, whose Total Football lost the final, rewrote soccers playbook. J.K. Rowling, turned down by 12 publishers, went on to sell over 600 million Harry Potter copies. Barbara McClintock, whose jumping genes work was ignored for decades, earned a 1983 Nobel Prize for the discovery. Meryl Streep, whose first Oscar nod in 1979 went unrewarded, has since racked up 21 nominations and 3 wins. The Beatles were rejected by Decca as yesterdays sound before selling some 1.6 billion records. And Alibaba, once dwarfed by eBay in China, now serves over a billion annual active consumers. Each of these (and many other) examples provide evidence that near misses can herald even greater legacies. Ultimately, the sting of almost is less a verdict on your potential than an invitation to hone it. Near misses arent life sentencestheyre signposts pointing to gaps in your strategy, fuel for your ambition, and a live demonstration of your character to the world. While it is tempting to ruminate about what could have or should have happened, the truth is we never know. We all indulge in counterfactual fantasiesthose what if spirals where we picture an alternate universe in which we married someone else, took the other job, or moved to that city. Psychologists call them sliding doors moments: innocuous-seeming forks in the road that, in hindsight, feel like cosmic turning points. But while its human to ruminate, its wiser to remember that were not omniscient authors of our own lives. The illusion of total control is just thatan illusion. More often than not, the best way to recover from regret or disappointment is not by obsessing over the road not taken, but by taking a different road. Que será, será. Life is less about scripting your destiny than adapting to its plot twists. In other words, how you react to failure matters, but failure is too brutal and negative a word for simply not getting what you think you preferred or wanted, especially when it may not even be what you actually needed or ought to have preferred. When we embrace each narrow defeat as data, not destiny, we are able to build the very habits and resilience that turn almost into subsequent undeniable success. As the saying goes, experience is what you get when you didnt get what you wanted. We add that experience can be more valuable than the objective success of getting what you wanted. In fact, enjoyment of objectives successes including of awards and victories, tends to be more short-lived than we expect. We need not define ourselves by our past and present achievements. Who we are also comprises our future self, including our possible selvesthe parts of our character and identity that are actually the only ones we can influence.
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