The impact of artificial intelligence on enterprise software user roles

A qualitative study of 20 expert interviews and 24 workshop participants reveals that AI is fundamentally reshaping user roles and workflows in enterprise software, particularly within SAP's Business Technology Platform. The research identifies critical gaps in existing role frameworks and governance structures, highlighting the need for updated taxonomies and design approaches as organizations transition to AI-native systems.

This research addresses a pivotal moment in enterprise software evolution where AI adoption is outpacing organizational frameworks designed for human-centric workflows. The study's focus on SAP BTP provides concrete evidence that role definitions—historically stable in enterprise environments—now require fundamental restructuring as AI automation and agentic systems reshape what professionals actually do daily.

The workforce transition reflects broader technological momentum. As AI capabilities expand beyond task automation into autonomous decision-making, enterprises face a dual challenge: preserving institutional knowledge while accommodating fundamentally different job functions. The existing BTP User Type Matrix, presumably built on assumptions about human specialists performing defined tasks, becomes inadequate when those tasks are partially or fully automated. This gap between legacy frameworks and emerging realities creates operational friction and governance risks.

For enterprise software vendors and organizations, the implications are substantial. Companies must invest in role redesign and governance infrastructure before AI adoption creates confusion and inefficiency. The study's emphasis on "agentic AI systems" signals that enterprises are moving beyond AI-assisted work toward AI-directed operations, demanding new oversight mechanisms and accountability structures. This creates demand for consulting services, platform updates, and organizational restructuring.

Looking ahead, organizations should monitor how SAP and competitors respond to these findings. Early movers who successfully redesign role taxonomies and governance frameworks will establish competitive advantages. The research suggests that AI-native enterprise software design will become a differentiator, as will vendors' ability to guide clients through role transformation. The transition period presents both risks—skill mismatches, governance gaps—and opportunities for service providers specializing in organizational adaptation.

• →AI is automating operational tasks and expanding human-AI collaboration patterns in enterprise software development roles.
• →Existing user-role frameworks like SAP BTP's User Type Matrix require fundamental adaptation to reflect AI-transformed responsibilities.
• →Organizations need updated role taxonomies, new governance structures, and AI-native software design approaches to manage the transition effectively.
• →Agentic AI systems are driving role-specific changes that demand revised oversight functions and accountability mechanisms.
• →Early organizational adaptation to AI-driven role changes may create competitive advantages in enterprise software adoption.