First West Credit Union Deploys Microsoft Copilot to Enhance Member Services

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 is intended 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. 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. 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.