Authentication factors for AI voice agents

---
title: Authentication factors for AI voice agents
description: Authentication factors verify caller identity before granting access to AI voice agents. Combining multiple factors helps confirm that only authorized users interact with AI voice agents.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/platform-security/authentication/explore-authentication-factors.html
release: australia
product: Authentication
classification: authentication
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 5
breadcrumb: [Authentication factors, Authentication, Access Management]
---

# Authentication factors for AI voice agents

Authentication factors verify caller identity before granting access to AI voice agents. Combining multiple factors helps confirm that only authorized users interact with AI voice agents.

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

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

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 \(for example, SMS OTP or Push notification - Okta Verify\).

    **Note:** MFA is enabled by default. To make single-factor authentication the default behavior, set the `glide.voice.authenticate.mfa_mandatory` system property to false.


## Step-up authentication

You can also combine the factors with step-up authentication. Step-up authentication requires a caller who is already authenticated to complete an additional challenge before reaching an AI voice agent that handles a sensitive request. For more information, see [Step-up authentication](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/platform-security/authentication/step-up-authentication.md).

## Supported authentication factors

-   **[Time-based one-time password \(TOTP\) authentication](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/platform-security/authentication/totp-authenticator-apps.md)**

    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. The admin chooses keypad or voice for this factor. Callers can't switch at run time.

-   **[Push notification - Okta Verify](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/platform-security/authentication/push-notification-okta-verify.md)**

    Callers approve an authentication request through 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://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/platform-security/authentication/softpin-authentication.md)**

    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. The admin chooses keypad or voice for this factor. Callers can't switch at run time. 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://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/platform-security/authentication/sms-otp-authentication.md)**

    SMS OTP delivers a temporary numeric code to the caller's registered mobile number. It is widely recognized and requires no app installation. The admin chooses keypad or voice for this factor. Callers can't switch at run time. SMS OTP is susceptible to SIM-swapping and delivery delays and should not be the sole factor for critical operations.

-   **[Email one-time passwords \(OTP\) authentication](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/platform-security/authentication/email-otp-authentication.md)**

    Email OTP delivers a temporary numeric code to the caller’s registered email address. It requires no app installation. The admin chooses keypad or voice for this factor. Callers can't switch at run time. Email OTP is susceptible to email account compromise and phishing, and should not be used as a standalone factor for sensitive operations.

-   **[Knowledge-based authentication \(security questions\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/platform-security/authentication/knowledge-based-authentication.md)**

    KBA presents the caller with pre-configured questions, such as `"What are the last four digits of your employee ID?"`. 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. The admin chooses keypad or voice for this factor. Callers can't switch at run time.

-   **[Step-up authentication](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/platform-security/authentication/step-up-authentication.md)**

    Step-up authentication requires a caller who is already authenticated to complete an additional challenge before reaching an AI voice agent that handles a sensitive request.


For details on configuring voice input for authentication factors, see [Configure voice input for authentication factors](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/platform-security/authentication/configure-voice-authentication-factors.md).

To learn more about voice services and how to create them, see [Create an AI voice assistant](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/create-an-ai-voice-service.md).

**Related topics**  


[Time-based one-time password \(TOTP\) authentication](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/platform-security/authentication/totp-authenticator-apps.md)

[Push notification - Okta Verify](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/platform-security/authentication/push-notification-okta-verify.md)

[Soft PIN authentication](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/platform-security/authentication/softpin-authentication.md)

[SMS one-time passcode \(OTP\) authentication](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/platform-security/authentication/sms-otp-authentication.md)

[Email one-time passwords \(OTP\) authentication](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/platform-security/authentication/email-otp-authentication.md)

[Knowledge-based authentication \(security questions\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/platform-security/authentication/knowledge-based-authentication.md)