Configure authentication factors for AI voice agents

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • To secure voice agent environments, configure authentication factors that first identify the caller, then authenticate them before granting access.

    Configuration involves:

    User identification

    User identification forms the foundational layer of security for AI voice agents. You can configure knowledge-based authentication (KBA) to establish the caller identity before any authentication steps.

    User authentication

    After identification, authentication confirms the caller's identity before enabling access to sensitive resources or actions. ServiceNow AI Platform supports both single-factor and multi-factor authentication (MFA), enabling administrators to tailor security configurations according to assurance levels and user roles. Supported factors include numeric PINs, authenticator app codes, one-time passwords over SMS and Email, push notifications, and knowledge-based questions.

    Recommendations

    • You’re encouraged to use multi-factor authentication as the default approach for optimal security.
    • You should regularly review and update authentication factor configurations to address evolving threats and maintain conformance.

    The following matrix shows the authentication factor combinations based on assurance level and authentication strategy:

    Table 1. Authentication factor combinations
    Factor Security Assurance Recommended as Single Factor Recommended as First Factor (MFA) Recommended as Second Factor (MFA) Learn more about configuration
    Time-based one-time password (TOTP) authentication High Y Y Y Authenticator Applications
    Push notification - Okta Verify High Y Y Y Configure push notification (Okta Verify)
    Soft PIN authentication Medium Sometimes Y Y Configure Soft PIN
    SMS One-time passcode (OTP) authentication Medium N N Y Multi-factor authentication Providers
    Email One-time passwords (OTP) authentication Medium N Sometimes Y Configure Email OTP
    Knowledge-based authentication (Security Questions) Low N Y N

    Configure knowledge-based authentication
    Important:
    Y = Recommended | Sometimes = Use with Caution | N = Not Recommended