Operationalizing AI: Empirical Evidence on MLOps Practices, User Satisfaction, and Organizational Context

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.