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sourceDocument: Brazil Platform security
sourceDocumentLink: https://www.servicenow.com/docs/r/platform-security

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ft:locale :

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ft:publication_title :

    - Brazil Platform security

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---

# Explore authentication factors for AI voice agents

# Explore authentication factors for AI voice agents {#ariaid-title1}

Rversion finale: Brazil  
Mis à jour 10 sept. 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes de lecture  
Authentication factors are the elements used for caller identification and authentication. In secure voice agent environments, the process begins with identifying the caller, followed by authenticating their identity before granting access. A robust security strategy combines multiple factors to confirm that only authorized users interact with AI voice agents.{#explore-authentication-factors__patch-rn-zp4-1}

When configuring an AI voice service to support natural, conversational exchanges, it's crucial to select authentication factors that reliably verify a user's identity. Caller access to specific voice agents is determined by the
authentication types and methods configured by the administrator.

In this context, two categories of authentication mechanisms are supported:

## Single-factor authentication {#explore-authentication-factors__section_kwv_sxw_mhc}

Single-factor authentication requires the caller to verify their identity through one method. Any of the six supported factors can be configured as a standalone factor.

## Multi-factor authentication {#explore-authentication-factors__section_ich_zxw_mhc}

Multi-factor authentication (MFA) requires callers to pass two verification methods in sequence. This raises the assurance level of the session and restricts access to sensitive data and actions.

* Primary factor: The initial verification method (for example, Soft PIN or TOTP).
* Secondary factor: An additional verification method that increases confidence in the caller's identity (for example, SMS OTP or Okta Verify push notification).  
  Remarque :  
  MFA is enabled by default. To make single-factor authentication the default behavior, set the <kbd class="ph userinput">glide.voice.authenticate.mfa_mandatory</kbd> system property to false.
{#explore-authentication-factors__ul_ngv_1yw_mhc}

## Overview of the supported authentication factors {#explore-authentication-factors__section_hrg_dyw_mhc}

[Time-based one-time password (TOTP) authentication](https://www.servicenow.com/docs/gxsz6b43AOdBnodvE_g8_w "A time based one-time password (TOTP) is a secure authentication factor that verifies user identity by generating a unique, time-sensitive code.")
:   TOTP is a temporary numeric code generated by an authenticator app, such as Okta Verify, on the caller's registered device. Codes are generated locally and are resistant to interception, making TOTP well-suited for both
    single-factor and MFA configurations. Callers can enter the code via keypad or by speaking the digits.

[Push notification - Okta Verify](https://www.servicenow.com/docs/VMaicJNoeCTpa95LOJStgA "The Okta Verify app push notification enables users to securely approve authentication requests directly on their enrolled mobile devices.")
:   Callers approve an authentication request via a push notification sent to their registered mobile device. This factor requires no code entry and is low-friction. It is effective as both a primary and secondary factor. An
    internet connection and a registered device with Okta Verify installed are required.

[Soft PIN authentication](https://www.servicenow.com/docs/DcbiMo3bAi5I40MMHi4HbQ "Soft PIN is a six-digit numeric PIN that verifies a caller's identity during an AI voice agent session.")
:   Soft PIN is a 6-digit numeric code the caller enrolls in advance. It is device-independent and quick to use across conversational AI channels, such as AI voice agents. Callers can enter the PIN through keypad or by speaking the
    digits. Because a PIN can be observed or shared, Soft PIN is best used alongside a second factor for sensitive actions.

[SMS One-time passcode (OTP) authentication](https://www.servicenow.com/docs/S2lXhynQc6M6blEVMEUwLA "SMS one-time password (OTP) authentication is a method used to verify user identity by sending a temporary, numeric code to the user's registered mobile number. The user enters this code to complete authentication.")
:   SMS OTP delivers a temporary numeric code to the caller's registered mobile number. It is widely recognized and requires no app installation. Callers can enter the code via keypad or by speaking the digits. SMS OTP is susceptible
    to SIM-swapping and delivery delays and should not be the sole factor for critical operations.

[Knowledge-based authentication (Security Questions)](https://www.servicenow.com/docs/Stk_xdujv2AgHYk7b6VGxA "Knowledge-based authentication (KBA) is an identification and authentication method that verifies callers by prompting them to answer preconfigured questions across conversational AI channels, such as AI voice agents. KBA can be used to identify a caller, authenticate a caller, or both within the same interaction.")
:   KBA presents the caller with pre-configured questions, such as <kbd class="ph userinput">"What are the last four digits of your employee ID?"</kbd>. The answers can be validated against ServiceNow AI Platform tables or external systems via custom scripts. KBA is used primarily for caller identification and low-risk authentication scenarios. Because answers can be social-engineered, KBA should not be used as
    a standalone factor for sensitive actions. Callers can respond via keypad or by speaking their answer.

For details on configuring voice input for authentication factors, see [Configure voice input for authentication factors](https://www.servicenow.com/docs/cC_pxhci7zkvQQdDg6UbKA "Configure how callers provide authentication responses by speaking or using the phone keypad.").

To learn more about voice service and how to create them, see [Create an AI voice assistant](https://www.servicenow.com/docs/access?context=create-an-ai-voice-service&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US).
**Concepts associés**   

* [Time-based one-time password (TOTP) authentication](https://www.servicenow.com/docs/gxsz6b43AOdBnodvE_g8_w "A time based one-time password (TOTP) is a secure authentication factor that verifies user identity by generating a unique, time-sensitive code.")
* [Push notification - Okta Verify](https://www.servicenow.com/docs/VMaicJNoeCTpa95LOJStgA "The Okta Verify app push notification enables users to securely approve authentication requests directly on their enrolled mobile devices.")
* [Soft PIN authentication](https://www.servicenow.com/docs/DcbiMo3bAi5I40MMHi4HbQ "Soft PIN is a six-digit numeric PIN that verifies a caller's identity during an AI voice agent session.")
* [SMS One-time passcode (OTP) authentication](https://www.servicenow.com/docs/S2lXhynQc6M6blEVMEUwLA "SMS one-time password (OTP) authentication is a method used to verify user identity by sending a temporary, numeric code to the user's registered mobile number. The user enters this code to complete authentication.")
* [Email One-time passwords (OTP) authentication](https://www.servicenow.com/docs/fr12m5MhNKF8dk5rAFJAew "Email OTP for AI voice agents sends a one-time numeric code to the caller's email address. The caller retrieves the code from their email and provides it to the agent to verify their identity.")
* [Knowledge-based authentication (Security Questions)](https://www.servicenow.com/docs/Stk_xdujv2AgHYk7b6VGxA "Knowledge-based authentication (KBA) is an identification and authentication method that verifies callers by prompting them to answer preconfigured questions across conversational AI channels, such as AI voice agents. KBA can be used to identify a caller, authenticate a caller, or both within the same interaction.")