First West Credit Union reaches 93% staff adoption of Copilot and custom agents
First West Credit Union · British Columbia · Banking · Roles: Operations, Member Services
What was done
Canada's fifth-largest credit union rolled out Microsoft 365 Copilot and built custom agents in Copilot Studio to reduce admin work and spread expertise across teams serving 253,000+ members.
Outcome
Microsoft reports 93% employee adoption and 90% weekly use, along with faster, more consistent service. The story doesn't give hours or dollars saved.
Evidence: Vendor case study. Figures are as reported by the source and have not been independently audited by AgentsNorth.
Agents & tools used
Microsoft 365 CopilotCopilot Studio
Prompt Reconstructed by AgentsNorth
The source didn't publish its prompt. This is our reconstruction of a starting prompt for a similar workflow, not the company's actual prompt.
You are an internal lending-policy assistant for credit union staff. Answer from the attached lending policy and procedures only, quote the section, and draft a member-friendly explanation the staff member can adapt.
Source
Microsoft Customer Stories · undated · link checked 2026-10-15