Wednesday, February 25, 2026
TechJutsu has unveiled Caller Verify for ServiceNow, a new solution designed to strengthen identity verification within AI-powered help desk environments. As cyber threats increasingly target enterprise support desks, the company aims to close a growing security gap in AI-driven automation.
In recent years, high-profile breaches such as those involving MGM Resorts and Marks & Spencer have exposed how attackers exploit help desks through impersonation and social engineering. As a result, organizations are rethinking how they secure service operations—especially as artificial intelligence takes on a larger role in IT and HR support.
To address this challenge, TechJutsu has integrated Caller Verify directly into ServiceNow’s AI Help Desk Agent. This enhancement introduces a mandatory identity verification step before the AI agent executes sensitive tasks, such as password resets, account unlocks, or access modifications. Consequently, enterprises can automate critical workflows without exposing themselves to impersonation risks.
According to industry observers, AI-powered support desks are becoming central to digital transformation strategies. Companies are increasingly deploying AI agents to reduce operational costs, scale support services, and allow human teams to focus on complex or strategic tasks. However, while AI agents excel at processing routine service requests quickly and accurately, they lack the human instinct to detect subtle signs of fraud or deception.
Recognizing this vulnerability, TechJutsu built Caller Verify to act as a security checkpoint within automated workflows. Before any high-risk action is performed, the system verifies the caller’s identity, ensuring that requests are legitimate. This proactive approach allows organizations to confidently expand AI-driven automation while maintaining robust governance controls.
"Help desk caller impersonation risks are going up," said Tracey Nyholt, CEO of TechJutsu. "Help desks are prime hacker targets because they provide a high-value, low-tech, human-centric route to bypass legacy technical defenses via social engineering. Caller Verify for ServiceNow AI Agent prevents the risks by helping the security match the functionality of the help desk."
Her statement underscores a critical industry reality: as businesses accelerate AI adoption, security must evolve in parallel. Without embedded identity assurance, AI agents could unknowingly process fraudulent requests, creating serious compliance and operational risks.
Importantly, Caller Verify is purpose-built for ServiceNow environments. The solution integrates seamlessly into ServiceNow’s AI Help Desk Agent workflows, enabling administrators to configure identity verification checkpoints at specific stages. Furthermore, teams can manage these controls using standard ServiceNow configuration tools, minimizing disruption to existing processes.
Looking ahead, industry forecasts suggest a sharp increase in AI agent-managed service interactions over the next several years. As automation handles more complex IT and HR functions—including provisioning, access changes, and credential resets—the need for secure identity governance will only intensify.
By embedding verification directly into AI workflows, TechJutsu positions Caller Verify as both a security enhancement and an enabler of safe automation. Instead of slowing down digital transformation, identity verification becomes a foundational layer that supports it.
Ultimately, as enterprises balance efficiency with security, solutions like Caller Verify may prove essential. By strengthening AI agents with built-in identity checks, TechJutsu is helping organizations protect their help desks from impersonation attacks while unlocking the full potential of AI-powered service management.
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