Assign KBA questions to your AI voice agent service

Specify the questions that should be used for user identification and authentication with a specific voice agent. 

Before you begin

Role required: auth_factors_admin

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.
   Type	Select the type for which you would use the service mapping. Options: Authentication Identification Note: The Type field is the only differentiating factor between Identification and Authentication configuration using KBA.
   Answer Column	Select the question that you want to use for the service verification.
   Active	Select to set the configuration active.

   Figure 1. 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