AI assistants or apps? How consumers decide what to use for everyday tasks

TELUS Digital polled 1,000 U.S. consumers to understand how AI assistants like ChatGPT and Google Gemini are changing the way people complete everyday tasks — and whether traditional apps can keep up.

The shift from apps to AI assistants is already happening

AI assistants are growing in popularity as consumers become more familiar with them and as the technology becomes more sophisticated and takes on a wider range of modalities, such as voice commands and image recognition. From planning trips to online shopping, AI assistants can now speed up and simplify tasks traditionally handled by apps.

Why consumers are making the switch

When asked why they replaced an app with an AI assistant, poll respondents pointed to several practical advantages that make completing everyday tasks faster and easier.

Head-to-head: How AI assistants stack up to apps

When respondents compared AI assistants and apps across key capabilities, AI came out ahead in nearly every category.

Apps are still relevant

Despite the rapid growth of AI assistants, traditional apps continue to offer benefits that keep consumers engaged and loyal.

Looking ahead: The future of AI assistants and apps

The momentum is clear: Consumers expect AI assistants to play an even bigger role in their daily lives in the year ahead.

The opportunity: AI-powered apps

The future isn't about AI assistants replacing apps — it's about leveraging the best of both. Brands that invest in AI-powered apps with secure integrations and seamless experiences across platforms will win consumer trust and loyalty.

To learn how TELUS Digital can help your brand build AI-powered experiences that deliver speed, personalization and trust, contact us today.