Coconut Software, a leader in Intelligent Branch Solutions for banks and credit unions, has announced the launch of Advanced Matching, a new intelligent routing feature designed to connect clients with the best-fit advisor rather than simply the next available one. This announcement, made on August 13, 2026, marks a significant advancement in how financial institutions can personalize the appointment scheduling process and optimize advisor utilization.
Advanced Matching leverages rules-based intelligence that considers factors such as expertise, language, service type, loan size, region, and lead source. This enables institutions to route each appointment to the advisor most equipped to serve that client, potentially leading to better outcomes for both the client and the institution. The feature addresses a common challenge in the banking industry: ensuring that clients are paired with the right specialist, not just any available advisor.
Key capabilities of Advanced Matching include best-fit advisor routing, which goes beyond basic availability to match clients based on specific criteria. This ensures that high-value or complex opportunities are directed to the right advisors, protecting their capacity and reducing misrouted appointments, rebookings, and wasted advisor time. This directly improves the cost-to-serve, a critical metric for financial institutions looking to enhance efficiency.
Additionally, Advanced Matching simplifies the booking experience by replacing long service menus with intelligent, question-based booking. This helps clients find the right service more easily while giving institutions greater control over appointment routing. The result is a more personalized and streamlined experience for clients, which can lead to increased satisfaction and loyalty.
Dave Bullock, Chief Product & Engineering Officer at Coconut Software, emphasized the importance of this feature, stating, "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 implications of this launch are significant for the financial services industry. As banks and credit unions face increasing pressure to deliver exceptional customer service while managing costs, tools like Advanced Matching can provide a competitive edge. By ensuring that clients are paired with the most suitable advisor, institutions can improve sales conversion rates, enhance client satisfaction, and optimize their workforce. This is particularly important as the industry continues to evolve with digital transformation and changing consumer expectations.
Coconut Software's platform is already trusted by over 200 banks and credit unions across North America, including RBC, Mountain America Credit Union (MACU), and M&T Bank. The addition of Advanced Matching further strengthens the company's Intelligent Branch Solutions, which unify operations, workforce planning, and customer engagement. For business leaders in the financial sector, this development underscores the growing importance of AI-driven tools to enhance operational efficiency and customer experience.
To learn more about Advanced Matching and see it in action, interested parties can schedule a consultation at coconutsoftware.com.
