Independent advisory for organizations where contact center failure isn’t an option — government agencies, state universities, healthcare systems, and utility providers navigating AI-enabled transformation.
Schedule an AI Contact Center AssessmentChanging Expectations IT Services is a technology advisory firm specializing in AI-powered contact centers and communications for government agencies, state universities, healthcare systems, and utilities. We believe AI should make organizations more accessible, not more complex — and that success is measured in cost reduction, response times, and satisfaction scores, not hours billed.
Four reasons a CIO trusts us over a Big 4 firm or a vendor’s professional services team.
Most consultants recommend platforms. We design the workflows that make those platforms actually deliver — intelligent call routing, automated follow-ups, escalation logic that works. The platform is the instrument. The workflow is the music.
Government procurement, FERPA, HIPAA, ADA accessibility, security clearances. We navigate the requirements that make enterprise and public-sector modernization hard — because that’s where we specialize. If compliance isn’t in the design from day one, the project stalls at procurement.
Every engagement starts with measurable goals: reduce call volume by X%, cut average handle time by Y minutes, launch 24/7 self-service by Q3. If it doesn’t move a metric, we don’t recommend it. Our success is measured by your KPIs, not our invoice.
We don’t disappear after go-live. We stay engaged through optimization, expansion, and the next modernization phase. Your contact center evolves. We evolve with it.
Every industry has unique compliance, procurement, and operational requirements. We know them because we work in them — not because we Googled the acronyms.
Vendor-neutral means we recommend the right platform for your environment — not the one that pays us the highest commission.
Case studies in progress. Here’s a preview of the outcomes we drive.
AI virtual agent deployed for high-volume constituent inquiries. Live agents redirected to complex casework requiring human judgment.
Case Study Coming SoonOmnichannel AI deployment across phone, chat, and SMS for student services. FERPA-compliant. Previous wait times exceeded 12 minutes.
Case Study Coming SoonProactive SMS outage notifications eliminated inbound status call volume during peak storm events. NERC CIP-compliant platform.
Case Study Coming SoonThe expertise behind Changing Expectations — two decades at the intersection of AI, education, and public-sector technology.
Youth, teachers & professionals impacted
NSF-funded research projects as PI
Science Education, Florida State University
With experience working at the intersection of AI, STEM, computing, and education, I specialize in creating innovative, AI-powered tools and frameworks. I’ve led nationwide initiatives that have impacted youth, teachers, parents, university students, university professors, and other adults, equipping them with the skills to thrive in science, STEM, computing, and artificial intelligence education and careers.
As a Principal Investigator on two U.S. National Science Foundation (NSF)-funded projects, I’ve collaborated with educators, students, and tech industry leaders since to advance responsible AI design and AI education. My participation as a Working Group Member for the NSF-funded AI4K12 Education Initiative contributed to developing national AI teaching guidelines, shaping the future of responsible AI education.
I hold a Ph.D. in Science Education from Florida State University and have led strategic projects in my previous government roles for the U.S. Department of Education and the Texas Education Agency.
“My passion lies in breaking barriers and empowering learners and communities through education, technology, and innovation.”
Start with a free assessment. We’ll audit your current environment, identify quick wins, and build a roadmap tied to your KPIs — no sales pitch, no commitment.
Schedule an AI Contact Center Assessment