{"slug":"first-west-credit-union-accelerates-service-with-microsoft-copilot-and-ai-agents","url":"https://findausecase.com/use-cases/first-west-credit-union-accelerates-service-with-microsoft-copilot-and-ai-agents","title":"First West Credit Union accelerates service with Microsoft Copilot and AI agents","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.","company":"First West Credit Union","industry":"Financial Services","country":"Canada","aiCapabilities":["Agentic AI","Conversational AI"],"businessFunctions":["Human Resources","Customer Service & Support"],"technology":["Microsoft 365 Copilot","Microsoft Copilot Studio","Microsoft 365"],"deployment":"Unknown","problemStatement":"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.","solutionApproach":"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.","businessValue":"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.","evidence":{"band":"high"},"sourceUrl":"https://www.microsoft.com/en/customers/story/26016-first-west-credit-union-microsoft-365-copilot","dates":{"publishedAt":"2026-10-01T05:49:35.791Z","publishedAtSource":"pipeline","updatedAt":"2026-10-01T05:49:35.791Z"},"license":"Open for reading and citing with a link to https://findausecase.com/use-cases/first-west-credit-union-accelerates-service-with-microsoft-copilot-and-ai-agents. Bulk republication requires permission."}