What challenges did First West Credit Union face before AI implementation?

Reduce administrative burden and manual work. Scale employee expertise and improve speed and consistency of member support.

What was the impact of the AI solution?

93% employee adoption and 90% weekly utilization were reported. Survey comment analysis time dropped from afternoons to much faster completion. Advisors can adjudicate and assess risk more efficiently, and the organization says agentic AI allows it to operate with the effectiveness of a team nearly 40% larger.

Source

MicrosoftEvidence: Medium50/100

First West Credit Union accelerates service with Microsoft 365 Copilot and agentic AI

Use case typeEmployee productivityUpdated Jun 14, 2026

First West Credit Union adopted Microsoft 365 Copilot across Microsoft 365 to reduce administrative burden, scale expertise, and improve service delivery for members. It then used Copilot Studio to build Researcher and Analyst agents that interpret policy and procedure documentation and produce consistent outputs for banking and leadership workflows.

Organization: First West Credit Union
Industry: Finance
Location: Canada
Published: June 2026

Reported outcomes

+93%

employee adoptionAdoption & scale

+90%weekly utilization

Strategic outcomes

Employee experienceReduced administrative burdenSpeed & agilityFaster service deliveryRisk & complianceMore consistent outputs from policy-guided agents

Why do we believe this?Outcome claims, sources, and evidence checks

Normalized claim

Employee adoption: 93% increase

Microsoft Customer StoriesJun 14, 2026Customer storyExplicit claimMedium evidence strength

93% employee adoption

Normalized claim

Weekly utilization: 90% increase

Microsoft Customer StoriesJun 14, 2026Customer storyExplicit claimMedium evidence strength

90% weekly utilization

Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks

Customer: First West Credit Union
Provider: Microsoft
Maturity: Unknown
Linked source: Microsoft Customer Stories

No explicit deployment-stage evidence found.

Customer identity supportedSource describes one deploymentMaturity evidence evaluated

Primary read

Use case focus

Showing 2 of 2

1Employee productivity
2Workflow automation

Reduce administrative burden and manual work.
Scale employee expertise and improve speed and consistency of member support.

Microsoft 365 Copilot was embedded into daily workflows for drafting, summarization, organizing follow-ups, and other productivity tasks.
Copilot Studio was used to create reusable agents that interpret policy and procedure documentation and generate consistent, accurate outputs.

Technologies

Microsoft 365 Copilot Copilot Studio

93% employee adoption and 90% weekly utilization were reported.
Survey comment analysis time dropped from afternoons to much faster completion.
Advisors can adjudicate and assess risk more efficiently, and the organization says agentic AI allows it to operate with the effectiveness of a team nearly 40% larger.

Architecture

First West Credit Union embedded Microsoft 365 Copilot into employee workflows and used Copilot Studio to build Researcher and Analyst agents that interpret policy and procedure documentation, generate consistent outputs, and support banking and leadership workflows within the Microsoft ecosystem.

Sources & evidence1

Evidence: Medium50/100Evidence strength