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, marks a significant step in evolving advisor-client interactions within financial institutions.
Advanced Matching goes beyond traditional appointment scheduling by incorporating rules-based intelligence across multiple factors, including expertise, language, service type, loan size, region, and lead source. This allows institutions to route each appointment to the advisor best equipped to serve the client and drive the best outcomes. The feature aims to address the common challenge of misrouted appointments, which can lead to rebookings and wasted advisor time.
Key capabilities of Advanced Matching include best-fit advisor routing, which matches clients to specialists based on relevant criteria rather than just availability. The Advisor Capacity Multiplier protects specialist capacity by directing high-value or complex opportunities to the right advisors, thereby improving cost-to-serve. Additionally, the feature simplifies the booking experience by replacing long service menus with intelligent, question-based booking that helps clients find the right service while giving institutions greater control over routing.
Dave Bullock, Chief Product & Engineering Officer at Coconut Software, emphasized the significance of the 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 importance of this development lies in its potential impact on the banking industry. Financial institutions are constantly seeking ways to enhance customer satisfaction and operational efficiency. By ensuring clients are paired with the right advisor, Advanced Matching can lead to more productive appointments, higher conversion rates, and improved client retention. For advisors, it means more meaningful interactions and better use of their expertise, potentially increasing job satisfaction and reducing burnout.
For the broader financial services sector, this technology represents a shift towards more personalized and data-driven customer service. As banks and credit unions face increasing competition from fintech companies and digital-only banks, optimizing in-person interactions becomes a key differentiator. Advanced Matching could help traditional institutions leverage their human capital more effectively, offering a level of service that digital competitors cannot easily replicate.
Moreover, the feature's ability to consider lead source and loan size allows institutions to align their resources with strategic priorities, such as focusing on high-value clients or specific product lines. This can directly impact revenue growth and market positioning.
Coconut Software, trusted by over 200 banks and credit unions across North America, including RBC, Mountain America Credit Union (MACU), and M&T Bank, continues to innovate in the branch optimization space. The launch of Advanced Matching underscores the company's commitment to helping financial institutions deliver seamless customer experiences and drive stronger branch performance.
Financial institutions interested in learning more about Advanced Matching and seeing it in action can schedule a consultation at coconutsoftware.com.
