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 was made on August 13, 2026, from Saskatoon, SK.
The new feature addresses a common challenge in financial services: ensuring that clients are paired with advisors who have the right expertise, language skills, and experience to meet their specific needs. Traditionally, appointment scheduling has relied on service menus and advisor availability, which can lead to misrouted appointments and suboptimal client experiences. Advanced Matching aims to change this by using rules-based intelligence that considers factors such as expertise, service type, loan size, region, and lead source.
Key capabilities of Advanced Matching include best-fit advisor routing, which matches clients to specialists based on a range of criteria beyond basic availability. This ensures that high-value or complex opportunities are directed to the right advisors, protecting specialist capacity. The feature also includes an Advisor Capacity Multiplier, which helps reduce misrouted appointments, rebookings, and wasted advisor time, directly improving cost-to-serve. Additionally, Advanced Matching simplifies the booking experience by replacing long service menus with intelligent, question-based booking that guides clients to the right service while giving institutions greater control over routing.
Dave Bullock, Chief Product & Engineering Officer at Coconut Software, emphasized the strategic importance of the new feature. "Advanced Matching is a key part of how Coconut is redefining branch performance," he said. "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 launch of Advanced Matching comes as financial institutions increasingly seek to optimize their branch operations and improve customer engagement. Coconut Software's platform already includes appointment scheduling, in-branch queuing, video banking, and workforce optimization, all powered by AI. The company reports that it is trusted by more than 200 banks and credit unions across North America, including RBC, Mountain America Credit Union (MACU), and M&T Bank.
The implications of Advanced Matching are significant for the banking industry. By ensuring that clients are paired with the right advisor, institutions can potentially increase the likelihood of successful outcomes, such as product sales or loan approvals, and improve overall customer satisfaction. The feature also helps institutions make better use of their advisor workforce, reducing idle time and improving efficiency. For clients, the new system offers a more personalized and streamlined booking experience, which can enhance their overall relationship with the institution.
As financial institutions continue to navigate the digital transformation of their branches, tools like Advanced Matching represent a step forward in balancing automation with human expertise. By leveraging data and rules-based logic, institutions can deliver more tailored service while maintaining operational control. Coconut Software's focus on intelligent branch solutions positions it to play a key role in helping banks and credit unions adapt to changing customer expectations.
To learn more about Advanced Matching and see it in action, interested parties can schedule a consultation at coconutsoftware.com.
