First West Credit Union Deploys Microsoft 365 Copilot for AI Tools

First West Credit Union, serving over 280,000 members as British Columbia’s third-largest credit union, has become the first enterprise Canadian financial institution to fully deploy Microsoft 365 Copilot across its organization. This initiative equips more than 1,300 team members with AI-powered tools designed to enhance member services, whether in-branch, online, or via phone.

The integration of Copilot aims to reduce administrative burdens, enabling advisors to focus on building stronger, more personalized relationships with members. According to Launi Skinner, CEO of First West, Copilot provides faster access to data and member information, empowering teams to deliver tailored financial advice more effectively.

Streamlining Workflows with AI

Branch Manager Adi Bhatia notes that Copilot streamlines preparation for member meetings, freeing up time for more in-depth interactions. Early adopters within First West tested Copilot to optimize the use of unstructured data, leading to the development of tools like a retail lending agent. This agent provides employees with quick access to necessary documents, procedures, and updates, significantly reducing the time spent on tasks such as mortgage renewals.

Data Security and Cautious Deployment

While excited about Copilot's potential, First West emphasizes a cautious approach to data security, deploying Copilot within a closed system to protect member data. The credit union intends to share its learnings with other financial institutions to improve the overall financial ecosystem for credit union members.

Implications for the Financial Sector

The deployment of Microsoft 365 Copilot by First West Credit Union highlights the growing adoption of AI tools in the financial sector. By leveraging AI to enhance productivity and personalize member interactions, financial institutions can better meet the evolving needs of their customers while maintaining high standards of data security.