I think you may have missed the point. Once you have given your account code to the automated system, that account number should be directly available on the human agent's screen when the agent gets your call. It's easy enough for a decent automated system to handle this -- but it is surprising to me that so many automated systems seem to have been assembled by folks who just don't get it (or perhaps by folks who really don't like their employer ...).
It is certainly not easy to design an excellent user interface for a customer -- especially if you are not willing to spend what it takes to get a good speech recogition engine (and to train it for your application -- getting the grammar rules right is an art, but there are systems available in the market now whch do an excellent job). But designing an excellent user interface for your human agents should be a whole lot easier -- and that interface should start by gathering everything the customer has entered so far on this call.
Take care.
Mark