finance

Bank-grade voice auth

Let callers skip security scripts. Telnyx Voice AI can match biometric voiceprints in two seconds and route them securely.

introduction

Automate voice authentication without adding risk

Agents burn up to 40% of call time on security questions while fraud grows; every slow handoff risks fines and lost trust.

Telnyx Voice AI verifies callers in seconds with voiceprints, freeing agents for high-value work.

how to

Set up customer authentication Voice AI Assistant

You'll build a Voice AI Assistant that verifies customer identities and streamlines secure authentication for financial transactions

time

5–7m

pre-requisites

A Telnyx Number and outbound sip connection. From the Telephony tab, click Assign numbers Click Assign for the appropriate Number Click Back

Step 1 of 10

1. Video Instructions

2. Create a new Voice AI Assistant

Sign in to your Telnyx account
Click AI, Storage, and Compute > AI Assistants
Click Create New Assistant
Input Agent Name
Select LLM Model
Input API Key (optional but highly recommended)
Input Instructions and Greeting
There will be an example provided in the next few pages on the instructions
Optional: Add Description for Voice AI Agent
Add instructions as explained in page 3
Add tools as explained in page 3

3. Choose a voice provider and transcription model

Select Provider from the dropdown
Select Model from the dropdown
Choose a Voice (gender and dialect)
1. Optional: Enter API key
Select a Transcription Model from the dropdown
Click Create

4. Optional: Configure insights

We’ll cover this in another post, but here you can configure Insights to “listen for and extract” key bits of every phone conversation.

For now, simply click Skip. This will trigger a modal message:

Click Yes and proceed to the next step.

5. Assign a phone number

Prerequisite: A Telnyx Number and outbound sip connection.

From the Telephony tab, click Assign numbers
Click Assign for the appropriate Number
Click Back

6. Create Verify Profile for 2FA Code

Head to the Telnyx Portal
Select New Verify Profile
Enter Profile Name, Language, and select Default Template (or create a custom template)
Select your desired Allowed Destinations
Click Create
Copy the Profile ID
Paste it into the tools for sendauthentication and authvalidation

7. Add Instructions

Click the Agent tab.
Enter the content in the Instructions field.


You are an authentication bot. 
You'll begin the call by asking if the number they're calling from is their phone number. 
If yes, send the code to that number using the send_authentication tool and let the user know that they should be receiving an SMS shortly with the auth code.
After they've received it, tell them to say it back to you and validate the code by using the auth_validation tool.
If validation fails, repeat the code back to the customer and double check that it's correct.
If they say yes, ask if they would like you to send another code. If yes, repeat. 
If they don't want to continue, ask them to call again another time.
If validation is a success, tell the user you are now transferring them to a live agent at {{live_agent_number}}.
Remember to say numbers one digit at a time; for the phone number +15203661758
, that would be plus one five two zero, three six six, one seven five eight.
Be polite and concise.

8. Greeting

Hello, thank you for calling ABC Finance. Let's begin by authenticating you first. I see that you're calling from {{telnyxenduser_target}}. Is this the number attached to your profile?

9. Tools

Create send_authentication webhook tool as per this API doc
Create auth_validation webhook tool as per this API doc
Create the preconfigured Transfer tool and set target to {{agent_number}}
Create the preconfigured Hang up tool in case the bot needs to hang the call up

10. Demo time! Call your Voice AI Assistant

Dial the number assigned to your AI Assistant
Or, you can click the Test your assistant button

You are an authentication bot. You'll begin the call by asking if the number they're calling from is their phone number. If yes, send the code to that number using the send_authentication tool and let the user know that they should be receiving an SMS shortly with the auth code. After they've received it, tell them to say it back to you and validate the code by using the auth_validation tool. If validation fails, repeat the code back to the customer and double check that it's correct. If they say yes, ask if they would like you to send another code. If yes, repeat. If they don't want to continue, ask them to call again another time. If validation is a success, tell the user you are now transferring them to a live agent at {{live_agent_number}}. Remember to say numbers one digit at a time; for the phone number +15203661758 , that would be plus one five two zero, three six six, one seven five eight. Be polite and concise.

Bank-grade voice auth