Smarter Travel Support: How Ava is Redefining AI in the Industry

• Exhibitor: Navan
• Stand: Hall 10.2 | 200

Navan was the first travel company (leisure or business) to integrate generative AI into its product and has continued to pioneer the use of AI in the travel sector with the development of a groundbreaking virtual travel assistant called Ava. AI is obviously used in many industries to improve customer support and automate services. However, it often fails to meet basic customer service needs, especially in travel. The complexity and urgency of issues, such as flight changes or hotel bookings, create significant challenges that AI integrations are not built to handle effectively.

Ava is powered by a proprietary system of interconnected AI agents, each with its own specialization — including supervisor agents — that work together, much like the brain. Rather than a single model, Navan’s agentic AI uses multiple LLMs based on specialization. Ava is now able to go beyond routine inquiries and information sharing and can autonomously tackle complex tasks like changing multi-leg flight bookings or modifying hotel reservations. It is totally reliable, does not hallucinate, and understands fully what makes a successful travel agent, consistently learning from her human counterparts. Unlike most chatbots, our customers have even requested Ava’s support, in place of human travel agents.

The results:

- >150,000 chats per month handled by Ava autonymously, resolving >60% of all customer support traffic without the need for a human agent

- Customer satisfaction scores on par with human agents

- Users save an average of 8 minutes per chat - Support is available in 10 languages 24/7

More Information is available here: http://www.navan.com