Abstract
Organizational efforts to utilize and operationalize artificial intelligence
(AI) are often accompanied by substantial challenges, including scalability,
maintenance, and coordination across teams. In response, the concept of Machine
Learning Operations (MLOps) has emerged as a set of best practices that
integrate software engineering principles with the unique demands of managing
the ML lifecycle. Yet, empirical evidence on whether and how these practices
support users in developing and operationalizing AI applications remains
limited. To address this gap, this study analyzes over 8,000 user reviews of AI
development platforms from G2.com. Using zero-shot classification, we measure
review sentiment toward nine established MLOps practices, including continuous
integration and delivery (CI/CD), workflow orchestration, reproducibility,
versioning, collaboration, and monitoring. Seven of the nine practices show a
significant positive relationship with user satisfaction, suggesting that
effective MLOps implementation contributes tangible value to AI development.
However, organizational context also matters: reviewers from small firms
discuss certain MLOps practices less frequently, suggesting that organizational
context influences the prevalence and salience of MLOps, though firm size does
not moderate the MLOps-satisfaction link. This indicates that once applied,
MLOps practices are perceived as universally beneficial across organizational
settings.