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
Ah yes, and actually, Agreed (as mentioned, formal verification is only possible for "those answers that lend themselves to it").
Interesting that you mentioned Knowledge Graphs, haven't heard about these in a long time. Just looked up "Commonsense knowledge" page on wikipedia and seems like they're still being added to. Would you happen to know if they're useful yet and can do any real work? or are good enough to integrate with LLM's?
