Identity verification for Virtual Agent

Verify user identity before Virtual Agent connects them to live agents. Ensure agents only interact with verified users - protecting sensitive operations like incident creation, HR record access, and account changes.

Why it matters

Virtual Agent escalates anyone to live agents without verification. Once connected, agents create incidents, access records, and process requests without confirmed identity. Bad actors and fraud attempts exploit this to gain unauthorized access, request password resets, and extract information.

Manual verification wastes agent time. Asking security questions slows down legitimate users and doesn't actually confirm identity; it just tests knowledge that could be stolen or researched. No verification means accepting the risk of unauthorized access until after damage occurs.

How it works

User requests live support → verification prompt → identity verification → connection to agent. Verified users connect to agents who can then safely create incidents, access records, or process requests. The verification process takes seconds and happens within the Virtual Agent conversation. All verification requests are logged in ServiceNow.

Common Use Cases

IT service desks: Verify before agents process password resets, access changes, or incident creation
HR service delivery: Confirm identity before agents access employee records or process requests
Customer support: Verify before agents discuss accounts, process returns, or make changes
Financial services: Meet KYC requirements before account operations
Healthcare: Maintain compliance before agents access patient information
Enterprise security: Add verification checkpoints before agents handle sensitive requests

Your verification provider, your rules

Works with any identity verification service including Microsoft Entra Verified ID. Configure your provider credentials, set verification policies, deploy. Switch providers by updating configuration - no code changes.

Configuration, not development

Manage everything through configuration tables. Define which request types require verification, set different rules for different workflows, adjust policies as needed.

Technical architecture

Scoped application that connects Virtual Agent to your identity verification provider. Stores verification records in custom tables, all data stays in ServiceNow.

Requirements

ServiceNow instance with Virtual Agent
Identity verification provider

Technical specifications

Scoped application
No performance impact
All data within ServiceNow

About Identity Verification

Identity verification confirms someone is who they claim to be through methods like document proofing combined with biometric verification, or verifiable credentials like Microsoft Entra Verified ID. This provides stronger identity attestation than security questions or passwords alone.

The app manages the verification workflow; your provider performs the verification using their chosen methods based on your security requirements.