- AI assistants are replacing apps: 32 per cent of consumers have swapped at least one app for an AI assistant, citing convenience, speed, and better user experience
- AI wins on speed and personalization: 83 per cent say AI assistants complete tasks faster, and 71 per cent say they adapt better to user preferences—but trust remains low, with only 24 per cent trusting AI with personal data
- Apps still hold ground: Despite AI’s rise, 58 per cent of users haven’t changed their app usage, and apps remain preferred for shopping, finance, and news due to loyalty perks and familiarity
- Telus International stock (TSX:TIXT) last traded at C$6.27
In a shift that signals the growing dominance of artificial intelligence in everyday tech use, a new survey from Telus Digital (TSX:TIXT) reveals that nearly one-third (32 per cent) of consumers have replaced at least one traditional app with an AI assistant over the past year.
The survey highlights a clear trend: users are gravitating toward AI assistants like ChatGPT and Google Gemini for their convenience (62 per cent), speed (54 per cent), and superior user experience (53 per cent). Looking ahead, 36 per cent of respondents expect to rely more on AI assistants than apps for most daily tasks within the next year.
AI assistants vs. apps: Who’s winning?
When asked to compare performance across key criteria, AI assistants came out ahead in several areas:
- Speed: 83 per cent say AI assistants complete tasks faster than apps.
- Adaptability: 71 per cent believe AI assistants learn and adapt to user preferences better.
- Personalization: 54 per cent say AI assistants offer more customized experiences.
- Accuracy: Consumers were evenly split between apps and AI assistants.
However, trust remains a sticking point. Only 24 per cent of respondents trust AI assistants to protect their personal data, compared to 50 per cent who trust apps more. Another 26 per cent said they don’t trust either.
Task-specific preferences
Despite the rise of AI, apps still dominate in certain areas:
- Shopping and Retail: 63 per cent prefer apps for product research.
- Banking and Finance: 67 per cent choose apps to find mortgage rates.
- News and Media: 51 per cent rely on apps for top stories.
AI assistants show strength in health and fitness, with 46 per cent preferring them for exercise planning versus 35 per cent for apps.
Will apps still be relevant in 2026?
While AI assistants are gaining ground, traditional apps aren’t going away. Over the past year:
- 58 per cent of consumers reported no change in app usage.
- 24 per cent said they used apps more frequently.
Apps continue to attract users with loyalty rewards (51 per cent), ease of browsing (37 per cent), and familiarity (35 per cent).
AI accelerates tech adoption
The survey also found that technology early adopters are leading the shift: 52 per cent have replaced an app with an AI assistant, compared to just 28 per cent of self-described laggards.
Even among the broader population, AI adoption is accelerating:
- Early majority: 35 per cent expect to rely more on AI assistants next year.
- Late majority: 16 per cent expect the same shift.
Strange Playfellow
“This study shows the beginning of a marked change 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,” Telus Digital Solutions’ president, Tobias Dengel said in a media release on this report. “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.”
Telus Digital’s survey findings are based on a Pollfish survey that was conducted in September 2025 and included responses from 1,000 adults aged 18+ who live in the United States, who use AI assistants (like ChatGPT, Google Gemini, Alexa and Siri) on at least a monthly basis.
Telus International Inc. is a digital customer experience business that designs, builds and delivers solutions, including artificial intelligence AI and content moderation to customers.
Telus International stock (TSX:TIXT) last traded at C$6.27 and has risen nearly 11 per cent since the year began.
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