finance
Build Customer Authentication Voice AI Agent
Verify callers before account access, transactions, or live-agent transfer. Use a voice AI agent to replace slow IVR authentication with a natural verification flow connected to your identity systems. Start building in Mission Control with usage-based pricing.
introduction
What this voice AI agent does
Build a voice AI agent that authenticates callers quickly and securely with Telnyx. The agent replaces traditional IVR authentication flows where customers enter account numbers and answer security questions with a natural conversation that verifies identity using multi-factor checks, account data lookups, and configurable security policies.
The authentication agent works across high-trust industries. Banks can verify account holders before transferring to advisors, healthcare providers can confirm patient identity before sharing records, and ecommerce teams can validate customers before processing high-value changes. The workflow can connect to your identity provider, CRM, or account system to perform real-time verification and log authentication attempts for review.
There is no exact pre-configured Mission Control authentication template yet. The Multi-Department Router template is a related routing layer you can combine with authentication logic, but the authentication workflow itself should be built as a custom voice AI agent.
features
Core components of the customer authentication agent
Identity verification flow
Collect caller identifiers, confirm ownership, and validate one-time passcodes or account signals before protected information is shared.
System lookup and OTP validation
Connect to your CRM, identity provider, or account database so the agent can verify details and validate one-time passcodes in real time.
Secure routing and audit trail
Route verified callers to the right team with context, block unverified callers from protected workflows, and log outcomes for compliance review.
how to
Build and deploy your agent in 5 easy steps
Use this workflow to build a custom authentication agent in Mission Control.
time
5-7 minutes
pre-requisites
A Telnyx account, a phone number, a Voice AI Agent, and access to your identity or account system.
Step 1 of 5
1. Create the agent in Mission Control
Open Mission Control, go to AI Assistants, and create a new voice AI agent from Blank.
2. Add authentication instructions
Define what the agent can ask for, what it must verify, and what information it must never disclose before verification.
3. Connect verification tools
Add webhook tools for sending one-time codes, validating codes, and looking up caller records in your identity system.
4. Choose voice and transcription
Select the voice provider, voice, and transcription model that fit your caller experience.
5. Assign a phone number and test
Assign a Telnyx number, run test calls with successful and failed verification paths, and confirm the agent transfers only after verification.
tips and insights
Voice AI authentication best practices
Use step-up checks for riskier calls
Require stronger verification before account changes, financial details, protected health information, or high-value transactions.
Require stronger verification before account changes, financial details, protected health information, or high-value transactions.
Keep failure handling short
If verification fails twice, stop the protected flow and route to a person or ask the caller to try again later.
If verification fails twice, stop the protected flow and route to a person or ask the caller to try again later.
Confirm sensitive digits clearly
When confirming phone numbers, account numbers, or one-time codes, have the agent read digits in small groups and confirm accuracy.
When confirming phone numbers, account numbers, or one-time codes, have the agent read digits in small groups and confirm accuracy.
