How do Banks Route Customers to the Right Advisor in a Video Session?

Banks can route customers to the right advisor in a video session by using staff pooling, unified queues, advisor availability, and customer service needs. A meet-on-demand banking system helps branch employees connect walk-in customers with available specialists at other branches or remote locations. 

Customers can get expert advice through video calls without waiting for the right specialist to arrive at their local branch. This approach also helps banks manage staff efficiently and serve customers across physical and digital channels.

According to the Federal Reserve’s 2026 Report on the Economic Well-Being of U.S. Households, 6% of U.S. adults were unbanked in 2025. This highlights the need for accessible banking services. Banks must offer digital tools and help customers reach the right advisor when they need personal guidance.

Read on to learn how banks route customers to the right advisor in a video call session.

What Does “Meet on Demand” Mean, and How Does It Work in Banking?

Meet on Demand is a staff-pooling approach that lets banks and credit unions connect walk-in customers with available advisors across branches or remote locations through secure video. 

Meet on Demand banking lets customers connect with available banking specialists without booking a traditional appointment in advance. Instead of limiting customers to the employees present at one branch, banks can share staff across multiple locations and connect customers through secure video sessions.

For example, a customer who visits a local branch for mortgage advice may find that no mortgage specialist is available onsite. Rather than asking the customer to return another day, a branch employee can check the shared queue and connect them with a qualified advisor at another location.

The process usually follows these steps:

1. Identify the need: Determine the service or advice the customer requires.
2. Check availability: Review available specialists across participating branches.
3. Assign an advisor: Match the customer with someone who can handle the request.
4. Start the video session: Connect the customer through a secure meeting link or room code.
5. Provide support: Answer questions, review information, and explain the next steps.

This approach improves access to expertise and helps banks use their existing workforce more effectively.

How Do Banks Find the Right Advisor for Each Customer?

Routing customers to the next available employee may not solve their problems. Banks must consider the customer's needs, the advisor's skills, and current availability.

Match Customer Needs With Advisor Expertise

Banks should first identify why the customer needs help. A checking account question may require a general banking representative, while a mortgage or business loan request may need a specialist.

Routing rules can consider several factors:

• Service expertise: Mortgage lending, personal banking, business banking, or wealth management.
• Availability: Which qualified advisors can accept a call.
• Language needs: Whether the advisor can communicate effectively with the customer.
• Request complexity: Whether the issue requires specialist knowledge.

These criteria help reduce unnecessary transfers and improve the chances of resolving questions during the first session.

Use a Shared Queue Across Branches

A unified queue gives participating branches a common view of customer demand. Employees can see eligible walk-ins from their branch and customers waiting at other locations.

This supports staff pooling, which allows banks to share specialists instead of assigning every expert to one physical branch.

For example, several branches may receive small-business lending requests at the same time. If one branch has an available lending specialist, the system can help connect a waiting customer with that expert through video banking.

A shared queue can help banks: