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How we designed, tested, and governed a guided diagnosis experience for Hor-Tal — without treating the large language model as the source of truth. Hor-Tal helps professionals and homeowners choose the right treatment for pest problems, starting with ants. They needed more than a generic chat window: users describe messy real-world situations, answers must align with Hor-Tal’s product knowledge, and wrong recommendations have real consequences. We built a guided diagnosis ass