Parlance made its IT help desk intelligent virtual assistant available on the ServiceNow Store, alongside a new identity verification step for the voice channel: for sensitive requests such as a password reset, the assistant reads a one time code to the caller, who confirms it in Cisco Duo or another enterprise authenticator before the action proceeds. Parlance cites industry estimates that password resets drive 20 to 50 percent of health system IT help desk call volume.
Our readThe Duo step is the part with security consequence: an unverified push or an SMS code confirms that someone approved something, while a code read on the live call and confirmed in the authenticator ties the approval to that caller and that request, which closes the social engineering path that help desk voice bots opened. Health systems on ServiceNow can now evaluate this from the Store rather than through a custom integration.