Overview

Help desks are one of the most targeted entry points in the enterprise. Attackers impersonate employees - over the phone, in chat, or by email - to trick agents into resetting passwords, unlocking accounts, or resetting MFA, gaining access without ever needing valid credentials.

Traditional help desk verification relies on information that is easy to find or guess - employee ID, manager name, date of birth - leaving agents to make high-stakes identity decisions with weak signals and no consistent process.

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imper.ai for Help Desk

imper.ai verifies the identity of anyone requesting a sensitive help desk action before the agent carries it out. It combines silent infrastructure checks with dynamic, AI-driven verification questions, then enables secure remediation and records every decision - giving help desk teams a fast, consistent, and auditable way to stop social engineering.

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What You Get

imper.ai gives help desk teams a fast, consistent way to stop social engineering - with benefits across security, IT, and support:

• Stronger protection against social engineering - every sensitive request is verified before an agent acts, stopping impersonation at the point attackers target most.

• Fast, consistent verification - agents rely on dynamic verification and silent checks instead of weak, guessable security questions.

• Lower help desk workload - users can verify and resolve common requests themselves through the Self-Service Portal - such as resetting their password, unlocking their account, and more.

• Complete visibility and audit - every verification, risk score, transcript, and action is recorded in the Help Desk Console and logged to your ITSM platform.

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How does it work?

Verify Before Sensitive Actions

Before an agent resets a password, unlocks an account, or performs another sensitive action, imper.ai confirms the requester is who they claim to be. The agent sends the user a secure verification link and acts only on the verified outcome.

Layered Identity Verification

imper.ai combines two layers of verification: silent infrastructure checks (network, device, location, and environment signals) and dynamic, AI-driven knowledge questions generated from your connected data sources. Each verification produces a risk score and a detailed analysis the agent can review.

Secure Remediation

After a successful verification, imper.ai enables secure actions such as password resets and account unlocks, with new credentials delivered only to the verified user through a secure channel.

Self-Service Portal

Users can complete verification and reset their own password through the Self-Service Portal, resolving common requests without agent involvement and reducing help desk workload.