Behind the build: How Navan designed an AI agent users really love

Join Pendo CEO, Todd Olson, and Navan SVP of Travel Product, Dane Molter, for a behind-the-scenes look at how Navan built Ava—the award-winning agent that handles 150,000+ chats a month and matches human satisfaction scores. They’ll break down the product, design, and measurement principles behind the most successful agents, and share what it really takes to balance AI power with human touch.

You’ll walk away knowing…

• How Navan architected Ava to scale fast while staying accurate
• How to balance AI automation with human touch to keep customers happy
• Which metrics actually matter when measuring and improving AI agent performance