authID Brings Biometric Identity Verification to ServiceNow Contact Centers

authID has announced an integration with ServiceNow intended to bring biometric identity verification and authentication into ServiceNow-powered contact centers and help desks. The company is positioning the integration as a way to reduce fraud risk tied to account takeover and social engineering attacks during customer service interactions.

authID said the integration is available through the ServiceNow Store and supports multiple products in its portfolio, including Proof, Verified, and PrivacyKey. The ServiceNow listing emphasizes contact-center use cases centered on Proof for identity verification and Verified for biometric authentication, particularly in scenarios where agents are asked to complete account changes, password resets, or other high-risk customer requests.

The integration is designed to keep identity verification steps within standard ServiceNow workflows. authID described implementation through ServiceNow UI Actions, allowing agents to initiate verification or authentication prompts directly from within the ServiceNow interface.

In common contact-center workflows, the system can enable an agent to send an identity verification request to a customer via SMS or email. The customer completes the verification step on their own device, after which the agent can proceed with the requested action. This model is aimed at limiting reliance on traditional knowledge-based checks such as security questions or PINs, which are widely regarded as susceptible to social engineering.

authID and ServiceNow are positioning the solution as relevant to organizations operating distributed or remote customer service teams, where cloud-based identity verification can be applied consistently across locations and agent environments. The ServiceNow Store listing also highlights workforce-oriented use cases, including authentication controls that can support secure agent access and help desk operations.

authID has described the ServiceNow ecosystem as a high-scale channel for deploying identity verification into enterprise service environments, citing the platform’s reach across large organizations and customer support operations.

Sources: authID, ServiceNow Store, ContactCenterWorld

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By the ID Tech Editorial Team