AI voice agent service mapping with KBA

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

    • Specify the questions used for caller identification and authentication with a specific AI voice agent service.

    Before you begin

    Role required: auth_factors_admin

    Service mappings are created automatically when KBA questions are selected in AI Voice Assistant Designer. You can also create and manage mappings directly in this table. Changes made here are reflected on the Caller Verification screen in Assistant Designer instantly. To learn more about voice services and how to create and manage them, see Create an AI voice assistant.

    Procedure

    1. Navigate to All > Authentication Factors > Knowledge Based Factor > Question Service Mappings.
    2. Select New on the Knowledge Based Question Service Mappings page.
    3. Specify the following fields on the form:
      Table 1. Knowledge Based Question Service Mappings
      Field Description
      Service Profile Table Select the table for your service.
      Application Global application scope is selected by default.
      Service Profile Select the service profile. Example: Choosing a voice agent: Now Assist Voice Deployment - 22.
      Question Select the question to assign to this service mapping.
      Note:
      A validation error is returned for the following:
      • The selected question must have a corresponding question-answer mapping configured. If it does not, the question is cleared and a validation error is returned.
      • When a question with Type = Authentication is assigned a Service mapping with Type = Identification, the mapping action is aborted with an error message and a validation error is returned.
      Type Select the type for which you would use the service mapping. Options:
      • Authentication: The question is used during the authentication phase.
      • Identification: The question is used during the identification phase.
      Usage

      Available when Type is set to Identification. Select the role of this question in the identification flow. Options:

      • Primary: Attempted first to identify the caller.
      • Fallback: Attempted if the primary identifier does not return a match.
      Active Select to set the configuration active.
      Figure 1. Knowledge Based Question Service Mapping
      Knowledge Based Question Service Mapping
    4. Select Submit.

    Result

    You're redirected to the Knowledge Based Question Service Mappings list view. Verify if your mapping is successfully added.

    Figure 2. Knowledge Based Question Service Mappings - list
    Knowledge Based Question Service Mapping - Result