Why AI’s Most Experienced Users Ask Agents Different Questions

As consumers become more comfortable with generative artificial intelligence, they begin using it in places where trust carries greater weight.

The PYMNTS Intelligence report “The End of Casual AI: How Consumers Are Turning Prompts Into Daily Power Tools” found that generative AI follows a familiar pattern seen with many technologies. People start with simple, low-risk tasks before gradually trusting it with activities that require greater context and judgment. As that shift occurs, AI moves beyond helping consumers discover products or polish emails and is entrusted with high-stakes tasks like personal finances, self-improvement, and managing health and wellness.

Key findings from the report:

The share of workplace generative AI users who have been using the technology for at least one year was 61%, while only 12% began within the past six months.

For experienced users, 31% said AI is essential for managing finances and banking, compared with 13% of newcomers.

AI is essential for product discovery, according to 20% of experienced users, versus 28% of newer users.

The contrast between which tasks users assign to AI revealed the ways consumer confidence develops. New users often begin with product recommendations, for example, because the stakes are relatively low. If an AI recommends a bad computer mouse, it’s only a few dollars lost. A higher-stakes conversation like financial planning is different. Consumers are naturally more cautious when money or health is involved, so many wait until they have developed confidence in both the technology and their own ability to use it effectively.

Experience also changes expectations. Rather than treating AI as a digital search engine, seasoned users treat it as a working partner that can organize information, compare options and explain complex topics. This helps explain why experienced users reported relying on AI for learning, health information and financial management at higher rates than newcomers. These are tasks that reward ongoing conversations rather than one-time prompts.

The report also suggested that product discovery may have reached an interesting crossroads. Experienced users continue asking AI what to buy, yet they are less likely than newcomers to describe it as essential for that purpose. This indicates that consumers still see room for improvement in shopping recommendations, product comparisons and the path from research to purchase. For merchants and commerce platforms, this represents an opportunity to build experiences that earn lasting trust instead of attracting occasional visits.

Taken together, these findings suggest that experience is becoming one of the strongest drivers of AI adoption. Consumers who spend more time with the technology continue to broaden how they use it, often turning to specialized platforms for different needs. For firms looking to expand their AI footprint, such as banks, FinTechs and payment providers, this indicates a need for a variety of AI applications for customers of varying experience levels.

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