Coconut Software, a provider of Intelligent Branch Solutions for banks and credit unions, has unveiled Advanced Matching, a new intelligent routing feature designed to connect clients with the most suitable advisor rather than the next available one. The announcement, made on August 13, 2026, marks a significant enhancement to the company's appointment scheduling platform.
Advanced Matching leverages rules-based intelligence that considers factors such as expertise, language, service type, loan size, region, and lead source to route each appointment to an advisor best equipped to serve the client and drive optimal outcomes. This approach moves beyond basic availability and service menus, giving financial institutions greater control over advisor-client interactions.
Key capabilities of Advanced Matching include best-fit advisor routing, which matches clients to specialists based on relevant criteria; an Advisor Capacity Multiplier that protects specialist time by directing high-value or complex opportunities appropriately, reducing misrouted appointments and rebookings; and a simplified, personalized booking experience that replaces lengthy service menus with intelligent, question-based interactions.
Dave Bullock, Chief Product & Engineering Officer at Coconut Software, emphasized the strategic importance of this feature: "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 launch of Advanced Matching comes amid growing competition in the financial technology sector, where personalization and efficiency are critical. By enabling institutions to pair clients with advisors who have the right expertise and capacity, Coconut Software aims to address common pain points such as misdirected appointments and wasted advisor time, directly impacting the cost-to-serve.
Financial institutions using Coconut Software's platform include RBC, Mountain America Credit Union (MACU), and M&T Bank, among over 200 banks and credit unions across North America. The company's Intelligent Branch Solutions integrate AI-driven insights with appointment scheduling, in-branch queuing, video banking, and workforce optimization, helping institutions forecast demand and optimize staff allocation.
Advanced Matching is expected to be particularly valuable for complex or high-value clients, where the cost of a poor match can be significant. By improving the precision of advisor assignments, institutions can enhance client satisfaction and potentially increase revenue through better conversion rates.
For more information about Advanced Matching and to see it in action, interested parties can schedule a consultation at coconutsoftware.com.
