The idea of formal verification works great for code or math where clear rules exist, but in customer support, there is no formal specification. You can't write a unit test for empathy or for "did we correctly understand that the customer actually wants a refund even though they're asking about settings." This is the Neuro-symbolic AI problem: to verify an LLM answer, you need a rigid ontology of the world (Knowledge Graph or rules), but the real world of customer interaction is chaos that cannot be fully formalized