Configure knowledge-based authentication
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.
Before you begin
Role required: auth_factors_admin
Procedure
Navigate to All > Authentication Factors > Knowledge Based Factor.
Perform the following:
- Create KBA questions
- Create KBA answers
- Map KBA questions to answers
- AI voice agent service mapping with KBA After creating the KBA configurations, you can use it as an identification and authentication method.