First West Credit Union, one of Canada’s largest with over 280,000 members, has rolled out Microsoft 365 Copilot to all 1,300 employees, becoming the first major Canadian financial institution.
Branch managers like Adi Bhatia now prepare for member appointments in seconds instead of digging through documents and procedures. Copilot lets advisors instantly find the right policies, lending steps, or background information, allowing them to focus on meaningful conversations instead of administrative work.
The transformation began with small pilots in 2024, where early adopters tested Copilot on real workflows like retail lending and unstructured data searches. These experiments quickly showed how AI could turn complex documents into clear answers, sparking excitement across the organization.
Leaders like CEO Launi Skinner and COO Paul Brodeur say the biggest impact is cultural: Copilot reduces administrative load and boosts confidence, enabling advisors to deliver faster responses, clearer financial guidance, and a more personal member experience.
For high-volume processes like mortgage renewals, Copilot now provides step-by-step instructions instantly, saving employees time and reducing their dependency on colleagues.
Overall, Copilot is helping First West elevate human connection — using AI to streamline the work behind the scenes so employees can spend more time supporting members.