The impact of artificial intelligence on enterprise software user roles

Abstract: AI is rapidly reshaping the nature of work in software development, transforming user roles, workflows, and collaboration patterns across enterprise platforms. This qualitative study investigates how AI alters professional responsibilities within the context of SAP's Business Technology Platform (BTP), combining expert interviews (n=20) and a participatory workshop (n=24). The results reveal substantial shifts in day-to-day tasks and roles in the development domain, characterized by increasing automation of operational tasks, expanding human-AI collaboration, and growing reliance on agentic AI systems. The study further identifies significant implications for existing user-role frameworks, such as the BTP User Type Matrix, which requires adaptation as the workforce is undergoing significant role specific changes. Collectively, these findings highlight a workforce landscape in transition and underscore the need for revised role taxonomies, new governance and oversight functions, and updated design approaches for AI-native enterprise software systems.