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. This innovation marks a significant step forward in how financial institutions manage advisor-client interactions, potentially transforming the efficiency and personalization of banking services.
The Advanced Matching feature leverages rules-based intelligence across multiple dimensions, including expertise, language, service type, loan size, region, and lead source. By considering these factors, financial institutions can route each appointment to the advisor best equipped to serve the client and drive optimal outcomes. This move away from basic availability-based routing allows for a more strategic allocation of advisor resources, ensuring that clients are matched with specialists who can address their specific needs.
Key capabilities of Advanced Matching include best-fit advisor routing, which matches clients to relevant specialists based on factors like expertise, product type, and experience level. This approach replaces long service menus with a simpler, more personalized booking experience that uses intelligent, question-based interactions to help clients find the right service. Additionally, the Advisor Capacity Multiplier protects specialist capacity by directing high-value or complex opportunities to the right advisors, reducing misrouted appointments, rebookings, and wasted advisor time—directly impacting cost-to-serve.
Dave Bullock, Chief Product & Engineering Officer at Coconut Software, emphasized the strategic importance of this 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." This statement underscores the potential of Advanced Matching to not only enhance client satisfaction but also improve operational efficiency for financial institutions.
The implications of this announcement are significant for the banking sector. By adopting Advanced Matching, banks and credit unions can expect to see improved client engagement, higher conversion rates, and more efficient use of advisor time. The feature allows institutions to better control how advisors are matched with clients, ensuring that each interaction is optimized for both client satisfaction and business outcomes. For instance, a client with a large loan application can be routed to a specialist with expertise in that area, while a client seeking basic information can be directed to a generalist, freeing up specialists for more complex cases.
Coconut Software, trusted by over 200 banks and credit unions across North America, including RBC, Mountain America Credit Union (MACU), and M&T Bank, is positioning itself at the forefront of branch performance innovation. The launch of Advanced Matching is expected to reinforce the company's reputation for delivering AI-powered Intelligent Branch Solutions that unify operations, workforce planning, and customer engagement. As financial institutions continue to seek ways to personalize services while managing costs, Advanced Matching offers a timely solution that addresses both objectives.
For more information about Advanced Matching and to see it in action, interested parties can schedule a consultation at coconutsoftware.com.
