Create KBA questions

Create knowledge-based questions to use for caller identification and authentication in AI voice agent interactions.

Before you begin

Role required: auth_factors_admin

Default questions

A set of KBA questions default is available to all AI voice assistants in AI Voice Assistant Designer. You can use these questions as-is or edit them.

Table 1. Default KBA questions

Question	Default answer source	Type	Category
Phone Number	sys_user.mobile_phone	Identification	Phone, triggers Automatic Number Identification (ANI)
Employee ID	sys_user.employee_number	Identification or Authentication	Others
Email	sys_user.email	Identification or Authentication	Others
Manager	sys_user.manager	Identification or Authentication	Others
Zip Code	sys_user.zip	Identification or Authentication	Others

Procedure

1. Navigate to All > Authentication Factors > Knowledge Based Factor > Questions.
2. Select New on the Knowledge Based Questions page.
3. Specify the following fields on the form:

   Table 2. Knowledge-Based Questions

   Field	Description
   Question	Define a security question to be used for user identity verification. Example: What is your business phone number?
   Application	Global application scope is selected by default.
   Keyword	Enter the primary keyword that best describes the question. Example: business_phone.
   Category	Select the category. Options: Phone Number: Enables partial phone number matching and makes the caller's ANI (automatic number identification) available by default for identification. Others: Standard matching; ANI is not used. Note: Phone Number category can't be used for authentication.
   Channel	Select the channel for which the question is configured. Currently, only Voice is supported.
   Input Type	Select how the user provides their answer. Options: Text: The caller enters a response via phone keypad. Voice: The callers speak their response.
   Type	Select when the question is available for use. Options: Identification: The question is available for identification configuration only. Authentication: The question is available for authentication configuration only. Identification or Authentication: The question is available for both.

4. Select the Input Type:
   1. Input Type as Text: No additional fields are required.

      Figure 1. Knowledge Based Question - Text

      

      Note:

      If Input Type is set to Text, no additional fields are required.
   2. Input Type as Voice: Specify the following additional fields:

   Table 3. Voice input fields

   Field	Description
   Input Format Description	Describe the expected format and structure of the spoken response. For example: 5-character alphanumeric employee ID starting with the letter E.
   Input Format Example	Specify comma-separated examples of valid spoken responses. For example: E372B, E481K, E529D.
   Input Validation Pattern	Specify a regular expression pattern to validate the spoken response against the expected format. For example: ^E[0-9]{3}[A-Z]$.

   Figure 2. Knowledge Based Question - Voice

   

5. Select Submit.

Result

You’re redirected to the Knowledge Based Questions list view. Verify if your question is successfully added.

Figure 3. Knowledge Based Questions - list