Consumer adoption of artificial intelligence is expanding into everyday tasks, but the tools rated most useful aren’t the ones built into apps or websites.
PYMNTS Intelligence’s May Agentic AI report, “The New AI Handshake: Data Shows When Consumers Want Help and When They Want Control,” found that AI is moving from an occasional research tool to something more like an everyday household assistant that helps consumers plan, compare, and spend.
The report is based on a survey of 2,111 U.S. adults conducted in March and covers the use of AI across nine activity categories and 54 individual activities. It has become clear that the use of AI in housework is accelerating. Searches for discount codes and deals increased by 2.9 points compared to the October-November average. Household logistics management increased by 2.8 points. Meal planning and grocery lists increased by 2.7 points.
But another finding complicates the story. Even as more consumers encounter AI embedded in merchant apps and third-party websites, fewer consumers find these tools most useful. Embedded AI lost its spot as the top-rated tool in six out of eight task categories. The steepest declines were in learning and self-improvement, down 12.1 points, and health and wellness, down 7.1 points.
A purpose-built AI platform has bridged that gap. Health and Wellness increased by 6.2 points, Daily Planning increased by 3.9 points, Shopping and Purchasing increased by 3.5 points, and Finance and Banking increased by 3.1 points.
The report provided a clear explanation. Seller apps may be well aware of their own inventory. But consumers often start with discovery, comparison, and context before narrowing their choices to a specific product or service. Dedicated platforms provide that breadth. Embedded tools, by design, do not.
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For payments and commerce companies, the impact is direct. Just because you have AI in your app doesn’t mean consumers will find it more useful. It just guarantees they’ll run into it. The credit for being helpful and the trust that comes from that can take you to completely different places.
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At PYMNTS Intelligence, we work with companies to uncover insights that drive intelligent, data-driven conversations about changing customer expectations, a more connected economy, and the strategic shifts needed to achieve results. With rigorous research methodology and an unwavering commitment to objective quality, we provide trusted data to grow your business. As our partner, you’ll have access to our diverse team of PhDs, researchers, data analysts, numerical experts, subject matter veterans, and editorial experts.
