The IVR script can be the deciding factor in the success or failure of your automation effort. A good script is simple, and requires the caller to provide little information and make few decisions.
Customers lose interest if given more than five options.
Provide a list of account names, not detailed descriptions. It is acceptable to ask customers to enter in a zip code or account number. Do not ask for their complete address. Ask for a social security number rather than something customers have to look up. The same key should be used to reach a customer service rep at each level of the script.