Assign KBA questions to your AI voice agent service

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 1 min. de leitura

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

    Antes de Iniciar

    Role required: auth_factors_admin

    Procedimento

    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:
      Tabela 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
      Nota:
      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.
      Figura 1. Knowledge Based Question Service Mapping
      Knowledge Based Question Service Mapping
    4. Select Submit.

    Resultado

    You’re redirected to the Knowledge Based Question Service Mappings list view. Verify if your mapping is successfully added.

    Figura 2. Knowledge Based Question Service Mappings - list
    Knowledge Based Question Service Mapping - Result