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.
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
Navigate to All > Authentication Factors > Knowledge Based Factor > Questions.
Select New on the Knowledge Based Questions page.
Specify the following fields on the form:
| 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. |
Select the Input Type:
- Input Type as Text: No additional fields are required.
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Knowledge Based Question - Text
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:
| 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]$`. |
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Knowledge Based Question - Text
Knowledge Based Question - Text
- Select Submit.
Result
You’re redirected to the Knowledge Based Questions list view. Verify if your question is successfully added.
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Knowledge Based Question - list
Knowledge Based Question - list