← all workHealthcare · McAllen, TX · 2026
texas general medical center
first hospital deployment of the coaction voice ai stack — mcallen, tx.
[cover photo / pinned video clip · texas general medical center]
the problem
TGMC was opening with a small front-desk team and a forecast of high inbound call volume. They couldn't hire fast enough to cover the lines, and generic 800-number answering services would have stripped out the local feel that brought patients in the door — a particular concern in McAllen, where Spanish-English bilingual handling isn't optional.
what i built
- Custom voice AI receptionist trained on TGMC's services, providers, and locale
- Bilingual Spanish/English routing for the McAllen patient demographic
- After-hours coverage that captures intent and surfaces it on the team's morning queue
- Configured under the Coaction International voice platform — leverages the shared backbone
- Local phone-tree replacement: shorter paths to a real action, not nested IVR menus
“Goes live with the hospital opening. The front desk starts day one with full coverage instead of staffing up reactively to overflow.”
the stack
Coaction Voice PlatformTwilioBilingual NLUCustom intent layer