Coconut Software, a provider of Intelligent Branch Solutions for banks and credit unions, has unveiled Advanced Matching, a new feature designed to connect clients with the most suitable advisor rather than the next available one. This launch marks a significant step in optimizing branch performance and enhancing customer satisfaction.
Traditional appointment scheduling often relies on service menus and advisor availability, but Advanced Matching introduces rules-based intelligence that considers expertise, language, service type, loan size, region, and lead source. This approach ensures that each client is routed to the advisor best equipped to meet their needs and drive favorable outcomes.
Key capabilities of Advanced Matching include best-fit advisor routing, which matches clients to specialists based on relevant factors, and the Advisor Capacity Multiplier, which protects specialist time by directing high-value opportunities appropriately. This reduces misrouted appointments and rebookings, directly improving cost-to-serve. Additionally, the feature simplifies booking experiences by replacing long menus with intuitive, question-based interactions that help clients find the right service.
Dave Bullock, Chief Product & Engineering Officer at Coconut Software, emphasized the importance of this innovation: "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 comes as financial institutions increasingly seek to leverage technology to improve client engagement and operational efficiency. By integrating Advanced Matching into their platform, Coconut Software enables banks and credit unions to forecast demand, optimize staff allocation, and deliver seamless customer experiences.
Coconut Software serves over 200 financial institutions across North America, including RBC, Mountain America Credit Union (MACU), and M&T Bank. The company's Intelligent Branch Solutions combine AI-driven insights with enterprise-grade scheduling, queuing, video banking, and workforce optimization. For more information about Advanced Matching, visit coconutsoftware.com.
