Coconut Software, a leader in 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 best-fit advisor rather than simply the next available one. The announcement was made on August 13, 2026, from Saskatoon, SK.
Financial institutions have long relied on Coconut Software to make appointment scheduling more dynamic and personalized. Now, Advanced Matching takes advisor routing beyond service menus and availability, giving institutions greater control over how advisors are matched with clients. Using rules-based intelligence across expertise, language, service type, loan size, region, and lead source, Advanced Matching enables institutions to route each appointment to the advisor best equipped to serve that client and drive the best outcomes.
Key capabilities of Coconut Software's Advanced Matching include best-fit advisor routing, which matches each client to the relevant specialist based on factors like expertise, product type, experience level, language, region, and lead source, rather than just basic availability. The Advisor Capacity Multiplier protects specialist capacity by directing high-value or complex opportunities to the right advisors, while reducing misrouted appointments, rebookings, and wasted advisor time—directly 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 financial institutions greater control over appointment routing.
Dave Bullock, Chief Product & Engineering Officer at Coconut Software, emphasized the significance of this launch. "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 implications of this announcement are substantial for the banking and credit union industry. By leveraging intelligent routing, financial institutions can optimize their workforce, ensure that clients receive specialized attention, and ultimately improve customer satisfaction and loyalty. The ability to route clients based on multiple criteria such as language and expertise means that institutions can better serve diverse customer bases and complex financial needs. This can lead to increased cross-selling opportunities and higher conversion rates, as clients are more likely to engage with an advisor who understands their specific situation.
Moreover, the Advisor Capacity Multiplier addresses a common pain point: misrouted appointments that waste time and resources. By directing high-value opportunities to the right advisors and reducing rebookings, institutions can lower their cost-to-serve and improve operational efficiency. This is particularly important in an era where financial institutions are under pressure to deliver personalized experiences while managing tight budgets.
Coconut Software is trusted by over 200 banks and credit unions across North America, including RBC, Mountain America Credit Union (MACU), and M&T Bank. The company's AI-powered Intelligent Branch Solutions unify operations, workforce planning, and customer engagement in one platform, helping institutions forecast demand, optimize staff allocation, and deliver seamless customer experiences. With the addition of Advanced Matching, Coconut Software continues to strengthen its value proposition for financial institutions looking to enhance branch performance and drive revenue growth.
For those interested in learning more about Advanced Matching and seeing it in action, a consultation can be scheduled at coconutsoftware.com.
