Title
First West Credit Union accelerates service with Microsoft Copilot and AI agents
First West Credit Union accelerates service with Microsoft Copilot and AI agents | Microsoft Customer Stories This is the Trace Id: 33304786a8a6ca811890eab74a72…
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Description
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.
…than ever before.” Pam Bassi, Senior Financial Advisor, First West Credit Union 93% employee adoption rate 90% weekly utilization rate Taking AI further with agentic tools Once Copilot took root, First West quickly…
…view cycles, focus on higher-value conversations, decisions, and member needs. “Agentic AI allows us to operate with the effectiveness of a team nearly 40% larger. Advisors can adjudicate and assess risk far more efficiently, cutting turnaroun…
Company
First West Credit Union
…tilization rate, enabling faster, more precise service delivery. READ THE STORY First West Credit Union, the fifth-largest credit union in Canada, serves more than 253,000 members with a comprehensive suite of banking services, from daily banking to mortgages…
Country
Canada
…t Studio Microsoft 365 SERVICES AND SUPPORT ORGANIZATION SIZE 10,000+ employees COUNTRY/REGION Canada BUSINESS NEED Artificial Intelligence INDUSTRY Financial Services Share the sto…
Industry
Financial Services
…E 10,000+ employees COUNTRY/REGION Canada BUSINESS NEED Artificial Intelligence INDUSTRY Financial Services Share the story Explore related stories /h2> "> Explore related stories Stories…
Problem
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.
…e details Explore related stories Contact Sales Contact Sales Executive summary 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 credit union adopted Microsoft 365 Copilot, infusing AI across Microsoft 36…
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.
…with rapid insights and real-time guidance. There are several types of agents: Researcher and Analyst agents for quick, contextual insights Retrieval agents that interpret policy and procedure documentation in seconds C…
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.
…opilot Studio for its out-of-the-box capabilities and custom agent development. First West is seeing 93% employee adoption and a 90% weekly utilization rate, enabling faster, more precise service delivery. READ THE STORY First West Credit Union, the fifth-largest credit union in Canad…
AI capabilities
Agentic AI, Conversational AI
…y utilization rate Taking AI further with agentic tools Once Copilot took root, First West quickly advanced into agentic AI, using Copilot Studio to build deeper intelligence into daily workflows. These agents now support employees with rapid insights and real-time guidance.…
Technology
Microsoft 365 Copilot, Microsoft Copilot Studio, Microsoft 365
…First West Credit Union Discover more details CUSTOMER First West Credit Union PRODUCTS Microsoft 365 Copilot Microsoft Copilot Studio Microsoft 365 SERVICES AND SUPPORT ORGANIZATION SIZE 10,000+ employees COUNTRY/REGION Canada…
Business functions
Human Resources, Customer Service & Support
…am to spend more of their time on the people focused work that really matters. “Copilot has elevated the way our team supports the organization,” shares Lisa Schmitke, Director of HR Operations and Solutions at First West Credit Union. “With routine tasks handled more seamlessly, we’re…
Headline outcome
…than ever before.” Pam Bassi, Senior Financial Advisor, First West Credit Union 93% employee adoption rate 90% weekly utilization rate Taking AI further with agentic tools Once Copilot took root, First West quickly…
Use case type
Conversational assistant
…, First West is reshaping how its teams work, and how members are supported, by putting Microsoft 365 Copilot and agentic AI tools directly into the hands of employees. With a culture that embraces new technology and a shared commitment to continu…
Capture details
- Captured
- 01 Oct 2026, 05:21 UTC
- Extractor
- fetch-strip@1
- Snapshot hash
- 8d3c9cdb85ace8d6353b8d82f19ba8692aec74b5396f6fc6973a25547b074e97