AI Assistants Gaining Ground on Traditional Apps, Survey Reveals

A new survey by TELUS Digital reveals a growing shift in consumer behavior, with 32% of U.S. adults replacing at least one traditional app with an AI assistant over the past year. The primary drivers behind this change are convenience (62%), faster results (54%), and an improved user experience (53%). Looking ahead, 36% of respondents expect to rely more on AI assistants than apps for daily tasks within the next 12 months. AI assistants like ChatGPT and Google Gemini are gaining traction by expanding beyond text-based interactions to include voice commands, image recognition, and integration with third-party applications. This evolution allows users to complete complex tasks—such as planning trips, managing shopping lists, or organizing schedules—entirely within a single conversational interface, reducing the need to switch between multiple apps. When comparing AI assistants and traditional apps across performance criteria, consumers rated AI assistants higher in speed, flexibility, and ease of use. However, trust remains a significant barrier. Only 24% of respondents trust AI assistants to protect their personal data, while 50% still trust apps more, and 26% trust neither. Despite the rise of AI assistants, traditional apps continue to hold value. Nearly 60% of consumers reported no change in their app usage over the past year, and 24% said they use apps more frequently. Respondents cited reliability, loyalty rewards, and familiarity as key strengths of apps. Tobias Dengel, President of TELUS Digital Solutions, noted that this shift marks the beginning of a fundamental change in how people interact with technology. “AI assistants offer speed and adaptability, but apps deliver consistency and trust. The future lies in blending both—creating AI-powered apps that are accessible through leading AI platforms like ChatGPT and Gemini,” he said. Dengel emphasized that the next phase of AI interaction is moving from information delivery to execution. With the ability to invoke third-party apps directly within a chat, AI assistants are becoming tools for action, not just answers. He highlighted a first-mover advantage for businesses that invest now in building AI-ready applications with secure, scalable APIs. The survey also found that technology adoption patterns are accelerating. Among early adopters, 52% had replaced an app with an AI assistant, compared to just 28% of laggards. This suggests that as AI becomes more intuitive and personalized, it’s overcoming traditional barriers to adoption. TELUS Digital supports this transformation through AI consulting, advanced machine learning engineering, API integration, and full-stack development. Its AI-First Lean Teams model has demonstrated up to a 45% improvement in software delivery speed and a 55% reduction in costs. The company’s Fuel iX™ platform enables enterprises to manage and deploy generative AI responsibly across their operations. Recognized as a top AI consultancy and digital design firm, TELUS Digital continues to lead in building secure, human-centered digital experiences that bridge the gap between AI innovation and real-world usability.