About Kaizen IVA
Kaizen IVA designs, builds, and maintains Intelligent Voice Agents that handle triage, routing, self-service, and human handoff. Our approach embodies kaizen—the Japanese philosophy of continuous, incremental improvement that transforms good processes into exceptional ones through daily refinement and measurable optimization.
Since 1989, the team has evolved from touchtone IVR systems to cutting-edge AI-assisted conversational agents, delivering advanced solutions across telephony and web platforms. This evolution mirrors the kaizen principle that nothing is ever "finished"—every system, every interaction, every process can be improved.
Kaizen and AI Development: The kaizen methodology is uniquely suited to Intelligent Voice Agent development. IVAs continuously learn from caller interactions, analyzing speech patterns, intent, sentiment, and outcomes. Each conversation generates data that drives incremental improvements to dialog flows, natural language understanding, and response accuracy. This iterative, data-driven refinement—combined with rapid testing and deployment cycles—enables IVAs to achieve measurable gains in containment rates, handle time reduction, and customer satisfaction. Kaizen transforms IVA systems from static scripts into adaptive, self-improving agents that deliver compounding value over time.
Innovation & Patents
Kaizen IVA holds multiple patents in advanced biometric analysis systems that assess speaker intent, credibility, and emotional state—technologies that enhance security, fraud detection, and user authentication in voice-driven systems:
- US 9,330,658 (2016) – User Intent Analysis: Facial Emotion, Credibility and Risk Assessment – Combines visual and audio analysis to validate participant truthfulness through facial emotion recognition and voice stress detection.
- US 8,972,266 (2015) – User Intent Analysis System – Analyzes speech parameters to determine credibility, intent, and potential deception in real-time voice interactions.
- US 8,200,494 (2012) – Speaker Intent Analysis System – Automated system for validating truthfulness and screening for malfeasance through voice pattern recognition and stress analysis.
- US 7,822,611 (2010) – Speaker Intent Analysis System – Foundational patent for real-time credibility assessment using voice biometrics and speech parameter analysis.
These innovations support applications in secure authentication, fraud prevention, risk assessment, and compliance verification across financial services, healthcare, government, and enterprise contact centers.
Selected Clients
Kaizen IVA has deployed advanced IVR and IVA solutions for leading organizations:
- California Employment Development Department (EDD)
- UCLA Health and UCLA Police Department
- Scripps Medical Center
- USC Medical Center
- Pennington Biomedical Research Center
- McKesson Corporation
- City of Inglewood
- City of Dallas
- Port of Long Beach (Security Infrastructure)
- Fortune 500 Healthcare and Financial Services Organizations
Founder
David Bezar is a pioneer in enterprise voice automation with over 35 years of experience leading large-scale IVR and IVA programs for government, healthcare, and finance. He holds four U.S. patents in biometric voice and facial analysis technologies, including Speaker Intent Analysis and User Intent Analysis systems that assess credibility, emotion, and risk in real-time interactions.
David authored LAN Times Guide to Telephony (McGraw-Hill) and has directed deployments serving millions of callers annually. His work spans HIPAA-aligned healthcare systems, secure financial services platforms, and critical infrastructure projects including the Port of Long Beach wireless security rollout. He has led voice automation initiatives for California EDD, UCLA Health, USC Medical Center, Scripps Health, Pennington Biomedical, McKesson, and municipal agencies in Inglewood and Dallas.
David received industry recognition from the Telecommunications Coordinators Association for developing and teaching modern communications practices to over 250 professionals. His technical expertise includes biometric authentication, fraud detection, natural language understanding, dialog design, analytics instrumentation, regulatory compliance (HIPAA, PCI-DSS), and enterprise systems integration.
Core Expertise: Program management, IVA architecture, dialog design, NLU tuning, speech analytics, biometric authentication, compliance frameworks, and kaizen-driven continuous improvement methodologies.