ServiceNow Knowledge ’26 and the Identity Question AI Can’t Answer

The article argues that as AI is embedded into enterprise workflows, trust must start with verifying the human authorizing actions, not just the account. Using the 2023 phone-based social engineering breaches at major casinos as an example, it warns that traditional helpdesk verification is easily defeated and promotes a Nametag-ServiceNow biometric verification integration to provide auditable, automated identity decisions and reduce social-engineering-driven account takeovers.