First West Credit Union accelerates service with Microsoft Copilot and AI agents
Canada's First West Credit Union deployed Microsoft 365 Copilot and built custom agents in Copilot Studio for research, retrieval and commercial banking workflows, reaching 93% employee adoption and a 90% weekly utilization rate, with one division president saying agentic AI lets his team operate with the effectiveness of a team nearly 40% larger.
Overview
Canada's First West Credit Union deployed Microsoft 365 Copilot and built custom agents in Copilot Studio for research, retrieval and commercial banking workflows, reaching 93% employee adoption and a 90% weekly utilization rate, with one division president saying agentic AI lets his team operate with the effectiveness of a team nearly 40% larger.
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Inspect the highlighted sourceThe challenge
First West Credit Union was exploring generative and agentic AI solutions to reduce administrative burden, scale expertise, and enable teams to spend more time supporting members.
The solution
The credit union adopted Microsoft 365 Copilot, infusing AI across Microsoft 365 (Word, Excel, Outlook, Teams) for increased productivity, and used Copilot Studio to build agentic AI tools, including Researcher and Analyst agents for quick contextual insights, Retrieval agents that interpret policy and procedure documentation, and custom-built agents tailored to commercial banking and leadership workflows.
Reported business value
First West is seeing 93% employee adoption and a 90% weekly utilization rate, enabling faster, more precise service delivery. Agentic AI allows the organization to operate with the effectiveness of a team nearly 40% larger, with advisors able to adjudicate and assess risk more efficiently.
Sources
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Other financial services entries in the register.
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