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Different age groups respond differently to
how they are contacted by automated systems:
With Gen Yers, you want to send a text message and then follow up with a voice call, which is exactly the reverse of how to deal with a GenXer: call first and then follow up with a confirming text message, while for baby boomers call first and then follow up with email. And the strategy for seniors is to use voice prompts that speak slower and can be repeated.... calls that avoided the use of Social Security numbers but could authenticate the account holder with some other specific information, such as an airline frequent flier ID or bank account number, increase the probability of action by 30%.
I love the tidbit that the automated system should not start with an opening "hello". It seems somewhat counter-intuitive, but you can't argue with a 50% increase in live answers.