I used to work at a call center, most of the time the phone tree doesn't carry the info over to the call or there may be a piece of info missing that could count your call as authenticated so the rep has to ask.
There was even times where I had the previous customers account still open and the new call came in, the IVR would not populate the system with the IVR data.
Most automated systems are used to answer easy and commonly asked questions or offer some simple self-help.
Comments
I used to work at a call center, most of the time the phone tree doesn't carry the info over to the call or there may be a piece of info missing that could count your call as authenticated so the rep has to ask.
There was even times where I had the previous customers account still open and the new call came in, the IVR would not populate the system with the IVR data.
Most automated systems are used to answer easy and commonly asked questions or offer some simple self-help.