Coconut Software, a leader in Intelligent Branch Solutions for banks and credit unions, has announced the launch of Advanced Matching, an intelligent routing feature designed to connect clients with the most suitable advisor rather than simply the next available one. This development addresses a critical challenge in financial services: ensuring that clients receive specialized attention that aligns with their specific needs, while institutions optimize their advisor resources.
The new feature moves beyond traditional scheduling based on service menus and availability. By leveraging rules-based intelligence, Advanced Matching considers factors such as advisor expertise, language, service type, loan size, region, and lead source. This allows institutions to route each appointment to the advisor best equipped to handle the client's unique situation, thereby increasing the likelihood of positive outcomes from each interaction.
One of the standout capabilities is the Advisor Capacity Multiplier, which protects specialist capacity by directing high-value or complex opportunities to the right advisors. This reduces misrouted appointments, rebookings, and wasted advisor time, directly improving cost-to-serve. For clients, the booking experience becomes simpler and more personalized, as long service menus are replaced with intelligent, question-based flows that help them find the right service while giving institutions greater control over routing.
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 implications for financial institutions are significant. In an industry where client satisfaction and operational efficiency are paramount, the ability to match clients with the right advisor can lead to higher conversion rates, improved client loyalty, and more effective use of human capital. This is particularly crucial as banks and credit unions face pressure to deliver personalized service while managing costs.
Coconut Software's platform already serves over 200 banks and credit unions across North America, including major names like RBC, Mountain America Credit Union (MACU), and M&T Bank. The introduction of Advanced Matching further solidifies its position as a provider of AI-powered Intelligent Branch Solutions that unify operations, workforce planning, and customer engagement. By integrating AI-driven insights with enterprise-grade scheduling, queuing, video banking, and workforce optimization, Coconut helps institutions forecast demand, optimize staff allocation, and deliver seamless customer experiences.
For more information about Advanced Matching, interested parties can schedule a consultation at coconutsoftware.com. This launch underscores Coconut Software's commitment to helping financial institutions drive stronger branch performance and accelerate revenue growth.
