Coconut Software, a provider of 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 most suitable advisor rather than simply the next available one. The announcement, made on August 13, 2026, highlights the company’s ongoing efforts to enhance appointment scheduling and personalization in the financial services sector.
Advanced Matching leverages rules-based intelligence across multiple factors, including expertise, language, service type, loan size, region, and lead source. This enables financial institutions to route each appointment to an advisor who is best equipped to serve the client, potentially leading to better outcomes for both the client and the institution. The feature aims to replace long service menus with intelligent, question-based booking experiences that simplify the process for clients while giving institutions greater control over routing.
One of the key capabilities of Advanced Matching is best-fit advisor routing, which goes beyond basic availability to consider a client’s specific needs and the advisor’s unique skills. Additionally, the Advisor Capacity Multiplier feature protects specialist time by directing high-value or complex opportunities to the right advisors, reducing misrouted appointments and rebookings. This, in turn, improves the cost-to-serve and makes better use of advisor hours.
Dave Bullock, Chief Product & Engineering Officer at Coconut Software, emphasized the importance of this development: “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 as financial institutions increasingly seek to differentiate themselves through superior customer service. By ensuring that clients are paired with advisors who can best address their needs, banks and credit unions can enhance client satisfaction and loyalty, potentially leading to increased revenue and retention. Moreover, the feature addresses operational efficiency, a critical concern for institutions managing high volumes of appointments and limited specialist resources.
Coconut Software’s platform is already trusted by more than 200 banks and credit unions across North America, including RBC, Mountain America Credit Union (MACU), and M&T Bank. The company’s Intelligent Branch Solutions unify operations, workforce planning, and customer engagement, using AI-driven insights to forecast demand and optimize staff allocation.
For financial institutions looking to improve their branch performance, Advanced Matching offers a tangible solution that aligns with broader industry trends toward personalization and efficiency. By integrating this feature, institutions can ensure that every client interaction is meaningful and productive, ultimately driving better business outcomes. To learn more about Advanced Matching, institutions can schedule a consultation at coconutsoftware.com.
