AI Just Moved Into Your Browser, Your Car, and Your Daily Routine
PLUS: Design for the AI-First Customer
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📅 October 23, 2025 | ⏱️ 3-min read
🎯 The big picture
The line between specialized AI tools and everyday life just disappeared. AI is no longer a destination you visit; it’s an invisible layer embedding itself into your browser, your car, and your apps, fundamentally changing customer expectations for convenience and personalization.
📊 Today’s lineup
• OpenAI’s new browser puts an AI assistant on every webpage you visit.
• GM is putting Google’s Gemini AI in the driver’s seat (conversationally).
• Yelp’s AI assistant now has a memory, so you don’t have to repeat yourself.
• One-third of consumers are now ditching traditional apps for AI assistants.
• Medical students can now practice on AI patients before seeing real ones.
1️⃣ OpenAI just gave you an AI-powered web browser that challenges Google Chrome
What’s happening:
• OpenAI launched ChatGPT Atlas, a free web browser with AI built directly into every page you visit.
• It features an always-on sidebar to ask questions about any webpage or have AI handle tasks for you.
• The browser includes “agent mode,” where the AI can book reservations, compare products, and complete transactions.
Why it matters: The browser just became an active assistant. Instead of users switching tabs to compare prices, they’ll ask the browser to do it. This shifts the point of interaction from the website to the AI, forcing brands to rethink how they capture attention.
The bottom line: When browsers become AI agents, every other browser will feel outdated. Websites will need to be designed for AI agents to parse, not just for humans to see.
Go deeper: CNN
2️⃣ GM is putting Google’s Gemini AI in your next car
What’s happening:
• GM will add Google Gemini AI to all Buick, Chevrolet, Cadillac, and GMC vehicles starting in 2026.
• The AI will understand natural conversation, access vehicle data, and help with everything from navigation to maintenance schedules.
• It arrives as a free over-the-air update for millions of existing OnStar-equipped vehicles.
Why it matters: A car is now a conversational device. Customers will expect to ask their car “Why is this light on?” and get a smart, contextual answer. This makes the vehicle itself a new, powerful customer service channel.
The bottom line: Every carmaker—and manufacturer of complex products—will need a conversational AI strategy. If your product can’t talk to the customer about itself, it will feel broken compared to one that can.
Go deeper: TechCrunch
3️⃣ Yelp’s AI assistant now has a memory
What’s happening:
• Yelp’s AI assistant can now remember past conversations and preferences, like your car’s make or your pet’s breed.
• It uses “memories” to automatically filter recommendations for relevant service providers.
• Users can view and delete any memories through app settings, with changes taking effect within 72 hours.
Why it matters: This solves the biggest friction point in customer interactions: having to repeat yourself. When an AI remembers you have a gluten allergy or prefer mechanics who work on EVs, it moves from a search tool to a trusted personal assistant.
The bottom line: Memory-enabled AI will become the new standard for service apps. Experiences that force users to start from scratch every time will feel frustrating and unintelligent. Balancing useful memory with transparent privacy controls is the new design challenge.
Go deeper: MediaPost
4️⃣ One-third of people are ditching apps for AI assistants
What’s happening:
• A new TELUS Digital survey found 32% of consumers have replaced at least one app with an AI assistant in the past year.
• Top reasons: greater convenience (62%), faster results (54%), and better user experience (53%).
• 83% of users say AI assistants complete tasks faster than traditional apps.
Why it matters: The “App Store” era may be giving way to the “AI Assistant” era. Customers prefer asking for what they want over navigating menus and clicking buttons. This is a fundamental shift in how people want to interact with technology.
The bottom line: Companies built on app downloads and in-app engagement need a new strategy. The future isn’t just having an app; it’s being an accessible service that any AI assistant can connect to on the customer’s behalf.
Go deeper: Yahoo Finance
5️⃣ Medical students can now practice on AI patients before seeing real ones
What’s happening:
• McGraw Hill launched “Clinical Reasoning,” an AI tool that creates lifelike patient simulations for medical students.
• Students can practice diagnostic conversations, order tests, and receive instant feedback on their clinical decisions.
• The AI provides personalized reports comparing a student’s approach to expert-vetted methods.
Why it matters for CX: This technology provides a blueprint for scalable, high-stakes employee training. New customer service agents could practice de-escalating angry AI customers, or sales reps could refine their pitch against a skeptical AI buyer—all in a safe, repeatable environment.
The bottom line: AI simulation is moving from aviation to every industry. It offers a way to make employees experts faster and with less risk, directly impacting the quality of your frontline customer experience.
Go deeper: Yahoo Finance
⚡ Quick hits
• Samsung launches Galaxy XR headset at $1,800 → half the price of Apple’s Vision Pro with higher resolution display and AI focus.
• Tesla CEO Elon Musk voices concern over controlling a “robot army” → highlighting the governance crisis looming for autonomous systems.
• Amazon orders thousands of cargo e-bikes from a Rivian spinoff → moving beyond vans to smaller, more agile urban delivery solutions.
💡 CX Tip of the Day
Design for the AI-First Customer
I need to prepare our customer experience for people who expect AI-level responsiveness and personalization, not traditional app-based interactions.
Problem: Our customers are getting used to AI assistants that remember their preferences, understand natural language, and complete tasks conversationally. Our current systems feel slow and impersonal by comparison.
Your task:
1. Audit your current customer touchpoints for AI-readiness (can they handle conversational requests?)
2. Identify where customers repeat the same information across interactions.
3. Design “memory” systems that learn customer preferences without being creepy.
4. Build conversational interfaces that feel natural, not like talking to a computer.
5. Create seamless handoffs between AI and human agents for complex issues.
Quick test: Ask a friend to describe their last customer service experience. If they mention repeating information or navigating menus, that’s where AI can eliminate friction.
🤔 CX reflection
Today’s question: If a third of your customers are already replacing apps with AI assistants for convenience, how should you redesign your customer journey? Are you building for the app era or the AI era?
(Hit reply—I read every response and often feature insights in future editions)
👋 Talk tomorrow,
Mark
💡 P.S. Ready to master AI for CX? Grab my FREE 32 Power Prompts That Will Transform Your Customer Strategy → Get the prompts