Authsignal’s compatible integration with ServiceNow brings secure, modern identity verification directly into the heart of contact center operations. With rising social engineering threats targeting support teams, including attacks like Scattered Spider, enterprises need a simple, reliable way to verify customers and employees during both inbound and outbound calls.

The new Authsignal App for ServiceNow enables organizations to deploy fast, passwordless, and frictionless authentication without requiring agents to switch tools or redirect customers. Enterprises can verify identity using FIDO2 passkeys, push authentication, WhatsApp OTP, and biometric account recovery flows — all orchestrated through Authsignal’s powerful risk engine.

Authsignal customers are already seeing measurable outcomes, including time savings of up to 26 seconds per call, lower fraud exposure, and smoother customer experiences.

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Key Capabilities

• Native verification inside ServiceNow
 Trigger authentication requests directly from CSM, Agent Workspace, or custom workflows.
• Passkey authentication
 Fast, phishing-resistant identity verification that removes passwords entirely.
• Push authentication
 Seamless approval flows that reduce friction and improve customer satisfaction.
• WhatsApp OTP
 A trusted, globally-accessible verification channel for secure authentication.
• Biometric account recovery
 Use biometric checks to validate high-risk identity recovery scenarios.
• Agent-driven verification workflows
 Contact center agents can authenticate customers and employees without leaving their console.
• No more KBA
 Replace insecure “mother’s maiden name” questions with strong, modern verification.
• Out-of-the-box components
 Prebuilt buttons, UI actions, flows, and connectors for quick deployment.

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Business Impact

• ‍Reduced Fraud from Social Engineering

‍Prevent attackers from impersonating customers or manipulating contact center agents during sensitive requests.

• ‍Lower Average Handling Time (AHT)

Passwordless verification reduces time spent answering questions, repeating details, and confirming identities manually.

• ‍Improved Customer Experience

Customers authenticate using simple, intuitive flows that match their preferred channels.

• ‍Higher Agent Efficiency

Agents can instantly trigger verification without leaving ServiceNow, saving time and reducing cognitive load.

• ‍Lower Support Costs

Automated authentication reduces time spent on resets, escalations, and manual checks.

• ‍Passkey Adoption

Give customers a modern, secure alternative to passwords while improving overall security posture.

• ‍Compliance & Auditability

Centralized verification provides audit trails and policy-driven controls.

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Ideal Use Cases

• Verify a customer during a high-risk account change
 (e.g. email update, phone number change, or access permissions)
• Authenticate a customer before resetting a password
 Eliminates weak KBA flows and reduces password reset abuse.
• Verify identity during suspicious or escalated inbound calls
 Prevents attackers from socially engineering agents.
• Authenticate employees or contractors during outbound support calls
 Ensure the right person is on the line before sharing sensitive information.
• Secure account recovery and reactivation workflows
 Replace manual checks with biometric or passkey-based verification.
• Step-up authentication for sensitive internal workflows
 Protect high-value actions triggered through ServiceNow operations.