16. The non-transitory computer-readable medium encoded with the computer program of claim 15 , wherein a hierarchical, bisecting K-Means algorithm is used to perform the clustering.
15. The non-transitory computer-readable medium encoded with the computer program of claim 9 , wherein identifying the N most common IVR state sequences comprises: creating N clusters of call sequences, wherein calls with similar IVR state sequences are grouped together and wherein N is greater than 1; from each cluster, selecting a state sequence that is closest to the center of the cluster; and using the selected state sequences as the N most common IVR state sequences.