Build or Buy: Solving Support Costs with AI

• In this episode of The Data Chief, Ilan Twig, co-founder and CTO of Navan, shares why large language models will revolutionize our relationship with technology—just like the mouse did for the keyboard. From pushing AI to its limits to launching Navan Cognition, built for zero critical hallucination, Ilan reveals what it really takes to lead through change and build AI that people can trust. He also dives into a critical question every company must face: Will you build AI from scratch, or build with AI partners?? And if you're curious about the next frontier, Ilan paints a bold vision of agent-to-agent communication—where AI services talk to each other and your admin work disappears into the background.  A must-listen for anyone building the future of AI-powered user experiences.

Key Moments:

• Agent-to-Agent Communication (A2A) (17:00): Ilan envisions a future where dedicated AI services communicate with each other in natural language, without the need for an API. This "mother of all bots" would manage administrative tasks by talking to other bots, simplifying complex tasks for the user.
• AI as a "Human" Experience (27:16): Ilan was surprised by the release of ChatGPT in 2022 because it was the first time a technology felt human. This led him to spend four months building and testing the technology's boundaries, including its ability to lie or be "jailbroken" with creative prompts.
• Identifying the Core Business (31:43): Ilan advises companies to decide if they want to become an "AI company" or simply use AI. He explains that building a core AI platform requires a huge commitment.
• A Case Study in Building (35:32): The conversation furthers, as a light is shed on the building of “Navan Cognition”, because no solution existed at the time to prevent critical hallucinations in AI models. This system includes a supervisor agent that works to catch and correct undesirable responses, creating a "zero critical hallucination" experience for its users.

Key Quotes:

• "LLMs would do to the mouse what the mouse did to the keyboard when it comes to how humans interact with computers."  - Ilan Twig
• “My role is to always apply the best technology in order to drive, to create the best product and best experience. That's my role. And it is not technology for the sake of technology. It is technology for the sake of creating value for the users." - Ilan Twig
• “We ended up using ThoughtSpot. We also applied the generative AI capabilities that you guys have built into your product. That's build versus buy. That's the benefit of buy.”  - Ilan Twig

Mentions

• Navan Introduces World’s Smartest T&E Personal Assistant
• Navan Cognition
• AI jailbreak method tricks LLMs into poisoning their own context
• Surely You're Joking, Mr. Feynman! (Adventures of a Curious Character)  - Richard P. Feynman

Guest Bio 

Ilan Twig is the co-founder and Chief Technology Officer (CTO) of Navan, the leading modern travel and expense management platform, globally. As CTO, Ilan drives Navan’s product development and engineering efforts, leveraging cutting-edge technologies — including AI — to enhance user experience and operational efficiency. This is Ilan’s second successful venture with Navan CEO Ariel Cohen, following their previous company, StreamOnce, a business multimedia integration platform acquired by Jive Software. With nearly two decades of engineering experience, Ilan has a proven track record of leading innovative research and development teams. He previously held key roles at Hewlett-Packard and Rockmelt, where he managed large-scale engineering initiatives. Ilan holds a Bachelor of Science in Computer Science from the Academic College of Tel-Aviv, Yaffo. As a forward-thinking technologist, Ilan is passionate about integrating AI-driven solutions to redefine the future of corporate travel and expense management.

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