--- sourceDocument: Zurich Platform security sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/platform-security Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich Platform security ft:clusterId : - psec bundleId : - psec workflow : - Platform --- # Configure authentication factors for AI voice agents # Configure authentication factors for AI voice agents {#ariaid-title1} Release version: Zurich Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read To secure voice agent environments, configure authentication factors that first identify the caller, then authenticate them before granting access.{#configuring-authentication-factors-for-ai-voice-agents__patch-rn-zp4-1} Configuration involves: * [User identification](https://www.servicenow.com/docs/pMipebYdt9aCc_7bzoi8Jg#configuring-authentication-factors-for-ai-voice-agents__section_ftb_gmy_mhc) * [User authentication](https://www.servicenow.com/docs/pMipebYdt9aCc_7bzoi8Jg#configuring-authentication-factors-for-ai-voice-agents__section_gtb_gmy_mhc) {#configuring-authentication-factors-for-ai-voice-agents__ul_lv3_2my_mhc} ## User identification {#configuring-authentication-factors-for-ai-voice-agents__section_ftb_gmy_mhc} 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 {#configuring-authentication-factors-for-ai-voice-agents__section_gtb_gmy_mhc} 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 {#configuring-authentication-factors-for-ai-voice-agents__section_htb_gmy_mhc} * 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. {#configuring-authentication-factors-for-ai-voice-agents__ul_itb_gmy_mhc} The following matrix shows the authentication factor combinations based on assurance level and authentication strategy: {#configuring-authentication-factors-for-ai-voice-agents__table_f1l_smy_mhc__entry__6} | 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](https://www.servicenow.com/docs/ow6UDkqU0ax5t09jYtgOpA "A time based one-time password (TOTP) is a secure authentication factor that verifies user identity by generating a unique, time-sensitive code.") | High | Y | Y | Y | [Authenticator applications](https://www.servicenow.com/docs/8t1uEASLIz9hPZ5h_cm~Bw "Use third party authenticator applications to generate temporary MFA pass codes.") | | [Push notification - Okta Verify](https://www.servicenow.com/docs/B1cviRwyHv7Q8zMdf5PU~A "The Okta Verify app push notification enables users to securely approve authentication requests directly on their enrolled mobile devices.") | High | Y | Y | Y | [Configure push notification (Okta Verify)](https://www.servicenow.com/docs/ur2G73CkfR3ehSqNIh7XPw "Configure Okta Verify to receive push notifications for secure and convenient identity verification.") | | [Soft PIN authentication](https://www.servicenow.com/docs/JpXV60BPSU28UY0GBuwWPw "Soft PIN is a six-digit numeric PIN that verifies a caller's identity during an AI voice agent session.") | Medium | Sometimes | Y | Y | [Configure Soft PIN](https://www.servicenow.com/docs/DwJr1KdE2WbQeZm2YKufPw "Users are required to configure Soft PIN before it can be used for authentication with ServiceNow AI Platform.") | | [SMS One-time passcode (OTP) authentication](https://www.servicenow.com/docs/h5Xj9oEzJuiWo6MyIqovrw "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.") | Medium | N | N | Y | [Multi-factor authentication Providers](https://www.servicenow.com/docs/Z64Y4j4IcL2Mz4VUSLvTAg "Use MFA providers to configure SMS and Email based authentication to ensure every user can login securely.") | | [Email One-time passwords (OTP) authentication](https://www.servicenow.com/docs/3eHagYgnCQtgNGoP19~p0w "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.") | Medium | N | Sometimes | Y | [Configure Email OTP](https://www.servicenow.com/docs/5dhwtJGCz4BD0Gby3W9t2A "Configure the Email one-time password (OTP) to enable OTP-based authentication for users in your instance.") | | [Knowledge-based authentication (Security Questions)](https://www.servicenow.com/docs/KQDKmvRlgCM75S8x9DJinA "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.") | Low | N | Y | N | [Configure knowledge-based authentication](https://www.servicenow.com/docs/AQ0B9OdXYbqbzKiDNVH4ag "Configure knowledge-based authentication (KBA) to identify and authenticate callers by prompting them to answer preconfigured questions across conversational AI channels, such as AI voice agents.") | [Table 1. Authentication factor combinations] {#configuring-authentication-factors-for-ai-voice-agents__table_f1l_smy_mhc} Important: Y = Recommended \| Sometimes = Use with Caution \| N = Not Recommended