Coconut Software, a leader in Intelligent Branch Solutions for banks and credit unions, has announced the launch of Advanced Matching, an intelligent routing feature that connects clients with the best-fit advisor rather than simply the next available one. This new capability is designed to address a common challenge in financial institutions: ensuring that clients are matched with advisors who have the right expertise, language, and availability to meet their specific needs.
Advanced Matching leverages rules-based intelligence across multiple dimensions, 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 favorable outcomes. The feature is part of Coconut Software's broader platform, which already provides appointment scheduling, in-branch queuing, and workforce optimization.
Key capabilities of Advanced Matching include best-fit advisor routing, which matches clients to specialists based on factors beyond basic availability. The Advisor Capacity Multiplier protects specialist capacity by directing high-value or complex opportunities to the right advisors, reducing misrouted appointments and rebookings. This directly improves cost-to-serve and makes better use of advisor time. Additionally, the feature simplifies the booking experience by replacing long service menus with intelligent, question-based flows that help 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 announcement lies in its potential to improve both customer satisfaction and operational efficiency in the banking sector. By ensuring that clients see the most appropriate advisor, institutions can enhance the quality of service, potentially leading to higher conversion rates and stronger customer relationships. For banks and credit unions, this means better utilization of their human resources and a more streamlined appointment process.
Coconut Software's platform is already trusted by over 200 banks and credit unions across North America, including RBC, Mountain America Credit Union, and M&T Bank. The introduction of Advanced Matching reinforces the company's commitment to providing AI-powered solutions that unify operations and customer engagement.
For more information about Advanced Matching, interested parties can schedule a consultation at coconutsoftware.com.
