Coconut Software, a provider of Intelligent Branch Solutions for banks and credit unions, has unveiled Advanced Matching, a new intelligent routing feature designed to connect clients with the most suitable advisor rather than the next available one. The announcement, made on August 13, 2026, marks a significant enhancement to the company's appointment scheduling capabilities, which are already used by more than 200 financial institutions across North America.
Advanced Matching leverages rules-based intelligence to consider factors such as expertise, language, service type, loan size, region, and lead source. This allows institutions to route each appointment to an advisor who is best equipped to address the client's specific needs, thereby increasing the likelihood of positive outcomes. The feature replaces traditional service menus with a more intuitive, question-based booking process that simplifies the client experience while giving institutions greater control over advisor assignments.
One of the key components of Advanced Matching is the Advisor Capacity Multiplier, which helps protect specialist time by directing high-value or complex opportunities to the appropriate advisors. This reduces misrouted appointments and rebookings, ultimately lowering the cost-to-serve and improving operational efficiency. By optimizing the use of advisor hours, financial institutions can better manage their resources and enhance overall branch performance.
Dave Bullock, Chief Product & Engineering Officer at Coconut Software, emphasized the strategic importance of this launch: "Advanced Matching is a key part of how Coconut is redefining branch performance. It helps institutions increase the chance of tangible outcomes after every appointment, make better use of every advisor hour, and create a more personalized experience—without adding operational strain."
The introduction of Advanced Matching comes at a time when financial institutions are increasingly focused on delivering personalized service while managing costs. By ensuring that clients are paired with the right advisor from the start, banks and credit unions can improve customer satisfaction, foster stronger relationships, and potentially accelerate revenue growth. This technology also addresses common pain points such as long wait times and mismatched appointments, which can lead to client frustration and lost business.
Coconut Software's platform integrates appointment scheduling, in-branch queuing, video banking, and workforce optimization, powered by AI-driven insights. With Advanced Matching, the company continues to build on its mission to streamline branch operations and enhance customer engagement. Institutions like RBC, Mountain America Credit Union, and M&T Bank already rely on Coconut Software's solutions to optimize their branch networks.
For financial institutions seeking to improve their advisor-client matching process, Advanced Matching offers a scalable solution that can be tailored to their specific needs. By adopting this feature, they can better align advisor expertise with client requirements, leading to more successful interactions and improved business outcomes. The feature is now available, and interested parties can learn more by scheduling a consultation at coconutsoftware.com.
