Many users now turn to AI smart assistants instead of traditional apps

A significant transformation is underway in the digital landscape as consumers increasingly turn to AI assistants, which are slowly replacing traditional applications for everyday tasks. In a survey of over 1,000 US-based AI users,  83% said they find AI assistants complete tasks faster than apps.

New research from Telus Digital suggests this is not a momentary trend but the beginning of a major change in user behavior, driven by a preference for convenience and speed. Among early adopter of these technologies, 35% said they will rely on these tools even more in one year from now, with 16% of late adopters saying the same.

The findings show a growing preference for AI assistants, with nearly one-third of consumers reporting they have already substituted at least one application with an AI assistant over the past year. Many consumers now use ChatGPT or other LLMs for basic things like web searches, which they would have conducted before with search engines like Google.

This move towards embracing AI is largely fueled by a demand for greater convenience and a superior overall user experience. Looking ahead, more than a third of respondents anticipate relying more on assistants like ChatGPT and Google Gemini within the next year.

AI is faster, but apps still favored in many cases

When evaluated on performance, AI assistants are overwhelmingly viewed as the faster option, with a large majority stating these tools complete tasks more quickly than their app-based counterparts. A similar margin of users believes AI assistants adapt and learn user preferences more effectively over time, delivering more personalized experiences. This capacity for adaptation and speed is a central appeal, making AI a powerful tool for simplifying processes that range from planning and organization to complex research.

However, the dominance of apps is far from over, which are still preferred for certain high-stakes or habit-driven activities. Most users favor using the traditional apps when it comes to sensitive financial tasks, with two-thirds of consumers favoring them to research things like mortgage rates, for example. Similarly, apps are still the tool of choice for product research in shopping and retail, as well as for browsing news stories.

In this way, apps are still very much relevant thanks to users’ familiarity with them and the ease of browsing within a dedicated interface. There is also the appeal, now offered by many apps, of loyalty rewards and perks.

The foundational issue of trust also plays a considerable role in consumer decisions; only one in four users expressed trust in AI assistants to protect their personal data, while twice that many place greater trust in applications. A significant segment of users, however, harbors distrust for both digital channels.

The evolving landscape presents a compelling challenge and opportunity for brands. When it comes to AI features and apps, companies need to balance convenience, trust, and other features that can drive interactions.

“This study shows the beginning of a shift in consumer behavior, as users are increasingly turning to AI assistants for tasks that were once considered app territory. This trend creates a critical opportunity for brands to differentiate themselves,” said Tobias Dengel, president of Telus Digital.

“While AI assistants deliver speed and flexibility, apps continue to matter to consumers, offering reliability, rewards and familiarity. The real opportunity for brands is to merge the best attributes of both into AI-powered apps supported by entry points from leading AI Assistants such as ChatGPT and Gemini. The experiences should complement each other, leaning on their respective strengths.”